Analyst/ Senior Analyst- Application Support Job in Sirionlabs
Analyst/ Senior Analyst- Application Support
Sirionlabs
4+ weeks ago
- Gurgaon, Haryana
- Not Disclosed
- Full-time
- Permanent
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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