Support Analyst

4 weeks ago

Kochi, India Geojit Technologies Full time

Job Description


Role

Support Analyst



Experience

1-4 Years


  • 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:

  • UG - BCA / Bsc Computer Science
  • ITIL certification – nice to have
  • Have troubleshooting and debugging skills
  • Ability to work independently and as part of a team

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