Support Analyst

Experience

• 1 + Years

Responsibilities:

• Responsible for daily Production Support functions for suite of applications or products
• Work with Front-Line Analysts to troubleshoot complex technical issues.
• Be available to answer Frontline Analysts (or other members in the team) questions to identify possible roadblocks and to resolve customer Operational Issues
• Ensure that all incidents related to the supported applications are resolved in a timely manner. Solve production down situations under tight SLA deadlines.
• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible by working with Frontline Analysts or other resolver teams (Development, Cloud Infra, Network and Database team)
• Escalate Major Incidents to the Incident/Service Account Manager
• Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement
• Takes steps to reduce recurring issues in production. Provide details of recurring issues and influence the respective resolver to for permanent fix. Escalate if there are delays in permanent fix.
• Work closely with Technology Infrastructure Teams, Development & Testing Teams, Product architects in supporting Integrated / Independent releases, software/hardware upgrades, Server Upgrades and so on.
• Evaluate mundane manual Ops activities and find ways to automate.
• Develop deep understanding of the underlying technical architecture and the product modules.
• Work closely with the development team, have a thorough understanding of the application and functionality when new solutions are introduced into the production environment.
• Supporting continuous enablement, regularly look for efficiency improvement or productivity savings. Drive and live by the culture of innovation resulting in highly efficient team improving operational efficiency.
• Assist with the info sec team in the roll out and operation of appropriate security controls.
• Document SOP, Operations Handbook, troubleshooting steps and service restoration details.
• Willing to work in Night Shifts.

Qualifications:

• ITIL certification – nice to have
• BCA
• Have troubleshooting and debugging skills
• Ability to work independently and as part of a team