SD Specialist at MOGO Uganda

SD Specialist at MOGO Uganda

Ticket Management:

• Monitor and manage incoming service desk tickets in Jira.
• Categorize, prioritize, and resolve tickets based on SLA.
• Update tickets with accurate troubleshooting steps, resolutions, and status changes.

Technical Investigation & Support:

• • Execute SQL/database queries to support troubleshooting and data validation.
  • Provide first-level and intermediate support for ERP-related issues.
  • Collaborate with users to gather clear issue descriptions and context.

Bug Reporting & Escalation:

• Identify potential system defects and escalate to development teams with clearly documented bug reports.
• Track progress of escalated issues and keep stakeholders informed.

Job alert service

Documentation:

• Maintain accurate records of known issues, resolutions, and standard operating procedures.
• Contribute to the internal knowledge base and support documentation.

Stakeholder Communication:

• Provide regular updates to requesters and teams on issue status.
• Coordinate with developers, QA, and infrastructure teams for resolution of complex issues.

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