Support Analyst
2 weeks ago
Detail-oriented IT Application Support Analyst with
5+ years of experience
providing Tier 2 and Tier 3 support for critical business applications. Proven expertise in investigating, troubleshooting, and resolving complex software issues. Highly skilled in
SQL database queries, AWS and AZURE environments to anayze data
,
replicating bugs
for development teams, and managing the incident lifecycle in
Jira
. Serves as a key liaison between non-technical business users and development teams, ensuring clear communication and rapid resolution of all application-related incidents.
Cloud Platforms :
AWS , Azure , GCP
Database:
SQL , Postgre , Aurora , Mongo DB , Redis
Logging/Monitoring:
Splunk, Appdynamics , Cloud Watch
Operating Systems:
Windows Server, Linux (especially for checking logs or services).
Scripting:
Python , .NET , Java
API Testing:
Postman, SoapUI (for troubleshooting integrations).
Process & Soft Skills
Ticketing Systems:
Jira
(very common)and Zendesk.
Problem-Solving:
Root Cause Analysis (RCA), logical deduction, bug replication.
Communication:
Acting as a "translator" between business/users and technical/dev teams.
Documentation:
Creating and maintaining knowledge base (KB) articles, SOPs, and user guides.
Methodologies:
ITIL (Incident, Problem, Change Management), basic understanding of Agile/SDLC.
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