Job Summary
Overview of the Role
As a Mantis Support Specialist, you will ensure the operational stability of Mantis bug tracking and issue management solutions. Your focus will be on incident management, system troubleshooting, and maintaining high availability for development teams.
Detailed Responsibilities
• Provide support for Mantis Bug Tracker, ensuring high availability and performance.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor Mantis system health using Dynatrace and BigPanda, identifying performance issues.
• Troubleshoot access issues, workflow problems, and integration failures.
• Collaborate with development teams to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting procedures, and user guides in Confluence.
• Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and basic automation using shell scripts.
• Coordinate with infrastructure teams for AWS/Azure-related issues.
• Provide user support and assist with basic Mantis queries.
Key Responsibilities
2. To conduct comprehensive code reviews, establish and oversee quality assurance processes, performance optimization , implementation of best practices and coding standards to ensure successful delivery of complex projects.
3. To ensure process compliance in the assigned module| and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).
4. To collaborate with stakeholders to define project scope, objectives, deliverables and accordingly prepare and submit status reports for minimizing exposure & closure of escalations.
Skill Requirements
Skill Requirements
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in application support or IT operations.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of bug tracking systems and SDLC processes is a plus.
• Excellent problem-solving, analytical, and communication skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.