GSS Associate - Product Support
Gresham Technologies PLC · Bangalore, India ·
- Work mode
- Hybrid
- Employment
- Full time
- Category
- Support
- Experience
- 2+ years
The Global Shared Support (GSS) team is a 24x7x365 global operations team responsible for providing Level 1 and Level 1.5 application support for the EDM Product Suite, including EDM, EDMW, and EDM Insights.
The Bangalore GSS team serves as the strategic first line of support for hosted and on-premise client environments, ensuring seamless production operations across multiple global regions. The team supports business-critical production environments through proactive monitoring, incident management, service restoration, client communication, and operational excellence.
The role requires working in a rotational 24x7 support model to provide continuous support across global time zones, including coverage during UK and US holidays.
Job Purpose
As a GSS Associate, you'll deliver Level 1 and Level 1.5 production support for our EDM Product Suite (EDM, EDMW and EDM Insights), working within a 24x7x365 global operations team that supports business-critical client environments across every region.
Resolving complex incidents, mentoring colleagues, and keeping our clients' production environments stable and running to SLA.
Job Responsibilities
At Gresham, we are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds and are dedicated to providing a workplace where everyone feels valued, respected and supported.
We make employment decisions based on merit, skills and potential, and do not discriminate based on any protected characteristic. We are also committed to making reasonable adjustments throughout the recruitment process and employment lifecycle.
The Bangalore GSS team serves as the strategic first line of support for hosted and on-premise client environments, ensuring seamless production operations across multiple global regions. The team supports business-critical production environments through proactive monitoring, incident management, service restoration, client communication, and operational excellence.
The role requires working in a rotational 24x7 support model to provide continuous support across global time zones, including coverage during UK and US holidays.
Job Purpose
As a GSS Associate, you'll deliver Level 1 and Level 1.5 production support for our EDM Product Suite (EDM, EDMW and EDM Insights), working within a 24x7x365 global operations team that supports business-critical client environments across every region.
Resolving complex incidents, mentoring colleagues, and keeping our clients' production environments stable and running to SLA.
Job Responsibilities
- Provide Level 1 and Level 1.5 application support for the EDM Product Suite, troubleshooting processing, workflow and service issues to resolution within SLA
- Act as the technical escalation point for complex incidents, leading root cause analysis and driving permanent fixes
- Monitor production environments and infrastructure — including AWS, Windows Server and IIS — proactively identifying and resolving issues before they impact clients
- Mentor and coach team members, sharing technical knowledge and maintaining documentation, runbooks and support processes
- Provide technical leadership during production releases, deployments and disaster recovery activities, ensuring readiness across rotational 24x7 shifts
- 2-4 years' experience in application, production or technical support, ideally within financial services
- Strong SQL, Windows Server and AWS fundamentals, with solid log analysis and troubleshooting skills
- Working knowledge of ITIL incident, problem and change management practices
- Excellent communication skills, comfortable working with global stakeholders and flexible with rotational 24/7 shifts
- Experience supporting SaaS or hosted client environments
- Working knowledge of AWS services such as EC2, RDS and Route 53
- Bachelor's degree in a related discipline
At Gresham, we are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds and are dedicated to providing a workplace where everyone feels valued, respected and supported.
We make employment decisions based on merit, skills and potential, and do not discriminate based on any protected characteristic. We are also committed to making reasonable adjustments throughout the recruitment process and employment lifecycle.