Support Analyst

21 hours 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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