Analyst/ Senior Analyst- Application Support Job in Sirionlabs

Analyst/ Senior Analyst- Application Support

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Job Summary

Key Responsibilities:

  • Monitor ticket queue and support Sirion application queries
  • Monitoring audit logs, identifying and resolving issues
  • Identify & automate the support routine processes & activities
  • Secure clear possession of problem identification, its analysis, impact analysis and solutions till closure
  • Represent the Sirion to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Work in 24x7x365 environment (rotational basis)
  • Establishing the root causes of application errors
  • Assist representatives from counterparts of application and participate in issue closure
  • Coordinate with different teams and provide support to all onshore and offshore sites.
  • Follow standard process for escalation of unresolved issues with product & engineering teams with timely follow-ups.
  • Build process documentation, SOPs & Knowledge articles.
  • Ensure tickets have appropriate information, assigned to the right teams, and are classified with the appropriate impact & urgency.
  • Learn Sirion products and participate in learning & development program

Experience, Qualification & abilities:

  • A degree in technical education/computer science (B. Tech, M. Tech, BCA, MCA)
  • 3-6 years of work experience with technical, Customer Support, SaaS product or application support background
  • Proficient in handling global customers and preferably from SaaS product-based organizations
  • Well versed with ITSM Processes (Incident & Problem Management, Release Management, Change Management)
  • Knowledge of Agile software development lifecycle
  • Excellent communication & interpersonal skills
  • Good time management and organizational skills
  • Knowledge of front-end and back-end programming languages, Java script
  • Knowledge of data base, SQL, Unix
  • Knowledge of automation development



Experience Required :

3 to 7 Years

Vacancy :

2 - 4 Hires

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