PRATIK BACHCHE

Role Overview

• Managed and resolved IT service tickets efficiently, ensuring minimal downtime and high user satisfaction.
• Collaborated with development and operations teams to troubleshoot software and system issues.
• Maintained detailed documentation of issues, solutions, and escalation procedures.
• Contributed to process improvements that reduced ticket resolution time by 15%.
• Streamlined ticket triage workflows by integrating automated tagging and prioritization logic, elevating overall support desk efficiency.
• The Junior Ticketing Engineer is a foundational and critical role within the Engineering and IT operations at People Interactive Pvt. Ltd. This position acts as the first line of defense and resolution for technical challenges, ensuring the stability of our internal IT infrastructure and the seamless experience of our customers and internal teams. This role demands a blend of technical aptitude, meticulous organizational skills, and clear, empathetic communication.

Key Responsibilities & Areas of Impact

The core mandate is the efficient, accurate, and timely management of the technical support lifecycle, from initial logging to final resolution and documentation.

1. Ticket Management and Triage (The Frontline)

• Monitoring and Management: Proactively monitor and manage the influx of all incoming IT support tickets and requests utilizing the company's designated internal ticketing system (e.g., Jira, ServiceNow).
• Request Handling: Efficiently handle technical issues reported by external customers concerning our products and services
• First-Level Troubleshooting (L1 Support): Execute initial diagnostic steps to identify the root cause of problems related to software performance, application malfunctions, network connectivity, or fundamental system issues. This involves log analysis, replication of reported issues, and executing defined test scripts.

2. Quality Assurance & Verification

• Test Ticket Creation: Systematically create and manage dedicated test tickets to validate the efficacy of internal operational workflows, deployment pipelines, and standard quality checks (QCs).
• Bug Life Cycle Support: Play a vital supporting role in the Software Development Life Cycle (SDLC) by assisting with bug testing, thorough verification of applied fixes, and re-testing reported issues under various conditions before they are officially signed off and closed.

3. Communication, Documentation, and Process Adherence

• Documentation and Logging: Maintain meticulous records by documenting findings, diagnostic steps taken, and resolution methods within the ticket logs. This ensures a comprehensive knowledge base for future issues.
• SOP Compliance: Consistently follow and uphold all Standard Operating Procedures (SOPs) and established protocols for issue handling, escalation, and change management.
• Stakeholder Communication: Provide clear, consistent, and professional communication to all affected stakeholders—internal users, customers, and senior management—providing regular status updates until the ticket is fully resolved and closed.

4. Coordination and Escalation

• Cross-Functional Coordination: Serve as a pivotal link, coordinating seamlessly with the Development, Quality Assurance (QA), and dedicated IT Operations teams to ensure the timely and accurate resolution of complex or high-priority issues.