Principal Analyst, Applications Support Job in Parexel International Corporation
Principal Analyst, Applications Support
- Hyderabad, Telangana
- Not Disclosed
- Full-time
- Permanent
Qualifications
Required Qualifications
Bachelors degree in Computer Science / Information Technology / Computer Engineering from a recognized university or equivalent
Parexel is looking for a Principal Analyst, Applications Support who has a strong technical and operational focus in supporting the performance, integrity, and stability of integration platforms. The Principal Analyst role will oversee a managed service provider responsible for day-to-day support functions, including administration, Incident Management, Problem Management, Request Fulfillment, and Event Management. The Principal Analyst will work closely with project teams and business groups to ensure technical initiatives are prioritized and staffed appropriately for support. The role includes the tracking and performance of the service organization to ensure established SLA s are met.
Roles / Responsibilities:
Work with a 3rd Party Managed Service in an ITIL4 compliant service operations framework
Liaison and manage relationships with other teams including development, projects, technology partners, and infrastructure
Ensure that all incidents related to the supported applications are resolved in a timely manner
Responsible for the performance of technical support, issue management, and system monitoring
Lead Incident Triage, Analysis, and Troubleshooting of production issues, identifying and fixing root causes
Regularly monitor and review usage of the application, problem tickets, patterns to help drive teams to address root cause issues and improve the overall quality of the product
Support production releases ensuring appropriate quality checks and controls are followed
Collaborate with other teams across the portfolio to assure the success of the overall program
Develop and promote tools and process to improve overall software development quality
Provide production management support to include receiving support requests from customers; monitor and control projects; and assist project managers with required document generation.
Develop metrics, provide trend analysis, generate reports and provide recommendations/solutions to resolve process and artifact management gaps/shortfalls.
Ensure functioning of the production environment with the view to maintain stability and control
Ensure that any Sev1/Sev2 outages are clearly communicated to senior management
Analyze and identify manual tasks that can be automated
Define additional monitoring or other alerts in order to notify of problems, incidents, or SLA breaches
experience
Strong understanding of SDLC, Web Services including SOAP, REST standards and security models, integration patterns and methods
2 years of experience applying software engineering design patterns, including a strong understanding of object-oriented concepts, coding standards, and practices
Proven ability to analyze complex requirements and provide innovative solutions
Ability to work independently or as part of a team
Experience in handling various production support roles (technical L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring/scheduling tools
Ability to work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc
Experience with on-call support for triaging problems, coordinating with various support teams across the organization, and carry out activities related to the incident and problem management
Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross-functional or technical issues
Fresher
2 - 4 Hires
