Support Service Analyst

6 days ago

Ahmedabad, Gujarat, India Integrella Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Job Title: Support Service Analyst / Engineer

Experience: 2 to 5+ years

Location: Remote / Hybrid

Reports To: Support Lead / Service Delivery Manager

Key Responsibilities

  • Provide L1 and L2 technical support for healthcare integration platforms and applications.
  • Support and maintain InterSystems Ensemble / IRIS and Rhapsody integration engines, used across NHS and enterprise environments.
  • Monitor, triage, and troubleshoot integration workflows, message routing, and interface performance issues.
  • Perform root cause analysis and implement preventive measures to maintain high service availability.
  • Manage incidents, service requests, and change activities in alignment with SLA and ITIL standards.
  • Collaborate with development and infrastructure teams to resolve escalations, ensure service continuity, and apply configuration updates.
  • Maintain and update technical documentation, runbooks, and operational procedures within Atlassian Confluence for supported systems.
  • Support deployment activities, interface validations, and performance monitoring for integration environments using Elastic (Elasticsearch).
  • Provide technical support for Integrellas internal workforce, including laptop and desktop troubleshooting, software installation, and management of the Microsoft 365 estate across Windows and macOS platforms.
  • Support and administer internal IT systems such as MDM solutions, endpoint protection, and vulnerability management platforms, ensuring compliance and device security.
  • Participate in continuous improvement initiatives and knowledge sharing across the support team.
  • Provide clear, professional communication and updates to stakeholders, ensuring transparency and client satisfaction.

Technical Skills

  • Exposure to Microsoft Azure services such as Logic Apps, Function Apps, and App Services.
  • Experience with Enterprise Service Bus (ESB) or similar integration and middleware technologies.
  • Working knowledge of OUVVI or other workflow orchestration tools.
  • Familiarity with SharePoint administration and Microsoft 365 environments.
  • Scripting or automation experience with C#, Java, PowerShell, Bash, or Python.
  • Understanding of networking concepts including TCP/IP, DNS, VPN, and proxies.
  • Experience with CI/CD pipelines such as GitLab or Jenkins, and containerisation using Docker or Kubernetes.
  • Familiarity with Windows and Linux administration.
  • Understanding of monitoring tools, security management, and infrastructure troubleshooting.
  • Experience working within Azure Cloud or hybrid cloud environments.
  • Experience using ITSM and agile tools such as JIRA, Confluence, and Salesforce / Remedy for ticketing, change, and incident management.

Desired Skills & Experience

  • Experience supporting healthcare (NHS) integration environments such as InterSystems, Rhapsody, or Mirth.
  • Prior exposure to banking or financial systems support is an advantage.
  • Familiarity with ITIL practices and change management.
  • Strong analytical and problem-solving abilities with attention to detail.

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