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Application Support Analyst
2 months ago
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