Client Services Senior Analyst

Bravura's Commitment and Mission

At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture.

As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that support our clients to achieve financial security and prosperity for their customers.

About The Role

The Sonata Application Support Senior Analyst will provide frontline support to Bravura Solutions' clients using the Sonata Administration Platform. The role involves managing the full client issue lifecycle, including analysis, replication, and testing of reported defects, while maintaining a solution-focused approach. The analyst will also be responsible for escalating requests to the relevant development or consulting teams as needed.

What You'll Do

• Analyze and resolve client-reported issues, including:

-Identifying software defects or missing functionality (debugging code when necessary).

-Performing data fixes on client databases as required.

-Resolving issues arising from incorrect application usage.

-Addressing system configuration errors.

• Proactively manage and respond to client service requests and product defect reports.
• Handle client queries and incidents in line with defined SLAs.
• Route defects, service requests, and enhancement requests to the appropriate teams within Bravura.
• Assess the severity, impact, and risk of incidents, escalating to management where necessary.
• Monitor, track, and review incident progress while keeping clients informed.
• Facilitate and participate in client meetings focused on incident management and support processes.
• Record and maintain accurate data within the JIRA Service Desk system.
• Assist with client software release coordination.
• Perform technical administration and housekeeping tasks.
• Regularly review SLAs for assigned tickets to ensure timely responses.
• Monitor aging and on-hold tickets, ensuring proper client communication.
• Escalate capacity or capability challenges to the respective Squad Lead.

Unleash your potential

To be successful in this role, your background and experience will include:

• Education: B.E./B.Tech/MCA
• Experience: 5–8 years in application development, support, or consulting

Technical Skills

• Strong knowledge of SQL (preferably Oracle) and databases
• Hands-on experience with Core Java, Eclipse IDE, and frameworks like Hibernate, JSP/JSF, and Web Services
• Ability to write/debug application code in modern object-oriented languages
• Familiarity with software development lifecycle and service delivery processes (Incident, Problem, Change, Configuration Management)
• Experience working with Helpdesk/JIRA Service Desk environment
• Exposure to cloud platforms (AWS or Azure) preferred
• Java Certification (good to have)

Professional Skills

• Strong troubleshooting and debugging abilities
• Excellent oral and written communication skills; able to interact with both business and technical stakeholders
• Customer-centric mindset with proven service skills
• Ability to multi-task, prioritize, and work under pressure with minimal supervision
• Strong team player with interpersonal and problem-solving skills

Other Details

• Flexibility to work in rotational shifts (General, UK, occasional night shift)
• Based in Gurgaon, with occasional travel to Bravura offices or client sites
• Knowledge of the financial services industry (Wealth Management/Superannuation) is a plus
• Prior experience in Application Support roles will be advantageous

So, what's next?

We make hiring decisions based on your experience, skills and passion so even if you don't match every listed skill or tick all the boxes, we'd still love to hear from you.

Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.

All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.