Senior Product Support Analyst

4 months ago

Bengaluru, India Epsilon Full time

Job Description

Senior Product Support Analyst is responsible for providing support to Epsilon's home-grown products. This includes analyzing, triaging, replicating, testing, troubleshooting, provide technical work-around and suggestions to clients, pertaining to Epsilon’s core product. A working knowledge of AWS Cloud, SQL, RHEL, Java, .Net, Oracle DB and Shell/Perl scripting, combined with a general understanding of networking concepts, ITIL framework, with stake holder communication and management experience. Creates solutions by developing, implementing, and maintaining Java/J2EE Cloud (AWS) based components and interfaces.

Duties and Responsibilities:

Responsible for development and maintenance of product with technologies involving Enterprise Java and Distributed technologies on Cloud, DevOps Continuous Delivery pipeline. Understand the issues raised by customers, do the deep dive analysis on impacted areas, come up with solution to un-block the customer. Responsible for providing the detailed Root Cause Analysis report once the Issue is resolved. Proactive towards taking up the initiatives and implement them with utmost quality. Identify the pain areas in resolving the customer areas and come up with the plan to automate the resolution process thus reducing the turnaround time. Automation of deployment, customization, upgrades, and monitoring through DevOps tools meant for Cloud management. Work with cross-functional teams during crisis to address and resolve complex incidents. Ability to understand the customer issue in its entirety, triage, analyze, troubleshoot and where possible assist in resolving customer issues. Ability to associate priorities, risks with issues logged and actively escalate where required. Ability to drive issues to closure through interaction with a wide variety of stakeholders.  Team player who is ready to contribute, lead and own elements of troubleshooting and problem resolution. Documenting troubleshooting and problem resolution steps, by determining best course of action. Ability to learn and adapt to new technologies based on organization needs. Ensure all tickets meet the targets for resolution, escalation, documentation & completion. Collaborate with developers, product manager, business analysts and business users in conceptualizing, estimating, and developing new software applications and enhancements. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications

Skills: C# .NET Framework 4.7.2 and above, .NET Core, MVC, Entity Framework, SQL, Jquery, Angular.

Strong knowledge in OOPS, C#, design patterns, C# Collections, LINQ, Task Parallel library. Hands-on in developing web applications using .NET Core framework and experience in writing unit tests using framework like (NUnit or XUnit). Experience in using ORMs like Entity Framework core to connect with database systems. Should know REST API development best practices, should be well versed on how web works, authentication, authorization protocols. Strong knowledge in HTML, should know things like how DOM works, CSS classes and also Hands-on in developing Single Page Applications (SPAs) using Angular, should know how to make responsive web pages. Strong knowledge in T-SQL, writing query's, Query optimization. Strong problem solving, analytical and communication skills.

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