Application Support Lead-Mobile Banking Mandatory

Note: If you are Immediate or 15 days only apply

Role & responsibilities

Experience-6yrs-10yrs

• Mobile Application Support Engineer
• Mobile App Support Analyst
• L2/L3 Mobile Application Support Specialist

Role OverviewThe Mobile Application Support role sits between end-users, quality assurance (QA), and core mobile/backend engineering teams. The focus is on rapid triage, monitoring app health, diagnosing crashes or API failures, and providing clear user guidance. Responsibilities

• Incident & Ticket Management: Troubleshoot, prioritize, and resolve incoming support tickets or crash reports from iOS and Android end-users.
• Monitoring & Diagnostics: Monitor real-time app performance, API error rates, crash analytics (e.g., Firebase Crashlytics, Sentry), and server-side logs.
• Bug Triage & Escalation: Reproduce reported bugs, gather device/OS/version logs, and escalate critical issues to Level 3 or core Mobile App Developers.
• Cross-Functional Collaboration: Work closely with backend, iOS, and Android developers to test hotfixes and verify releases.
• User & Client Communication: Provide clear technical explanations and workarounds to non-technical end-users or enterprise clients.
• Documentation: Maintain knowledge bases, troubleshooting runbooks, and FAQs for support teams and end-users.