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Application Support Analyst

2 months ago

Anantapur, India Kaplan Full time

Location: Bangalore, India

Shift timings: 8:30 PM IST - 5:00 AM IST

Days - Friday to Tuesday(Weekly off on Wednesday and Thursday)



What you'll be responsible for:

  • Support and maintain internal applications by becoming technically familiar with those being utilized.
  • Assist in testing new software releases or updates.
  • Answers, documents, and routes incoming support calls/requests.
  • Escalate and act as a liaison for issues sent to various support teams.
  • Perform troubleshooting and support of application issues.
  • Gathers and/or validates details of issues from users.
  • Perform ongoing application monitoring and analysis, striving for continual system performance improvement.
  • Work with key stakeholders to resolve application issues.
  • Identifies problem trends and provides information that can be used to eliminate recurring problems.
  • Help test and validate application updates and defects.
  • Help maintain data integrity in systems by running queries and analyzing data.
  • Proactively suggest ways of improving system stability, availability, performance, and reliability.
  • On-call support is available during off hours, holidays, and weekends.


Who you are:

  • Experience in support communication roles
  • Ability to navigate order fulfillment web applications
  • Skills and experience in diagnosing process and technical issues submitted by internal users
  • Proven ability to track and communicate on issues through their lifecycle – from submission to closure



Skills:

  • Cross-system manual testing organization and execution
  • Knowledge of basic technical web debugging techniques, such as reading web console errors and performance dashboards
  • Knowledge of JavaScript and Ruby is a bonus



Experience and Qualifications:

  • Bachelor's Degree
  • 3+ years of relevant experience in Application Support
  • Experience managing ticket-centric communication through their lifecycle
  • Experience with Slack communication, including thread discussions and emoji-based status tracking