Support Analyst - Kochi, India - Geojit Technologies

    Geojit Technologies
    Geojit Technologies Kochi, India

    Found in: Appcast Linkedin IN C2 - 1 week ago

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    Description

    Role:

    • Support Analyst

    Experience:

    • 2-4 Years

    Job Description

    • Work with Front-Line Analysts to troubleshoot complex technical issues.
    • Be available to answer Frontline Analysts (or other members in the team) questions to identify possible roadblocks and to resolve customer Operational Issues
    • Ensure that all incidents related to the supported applications are resolved in a timely manner. Solve production down situations under tight SLA deadlines.
    • Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible by working with Frontline Analysts or other resolver teams (Development, Cloud Infra, Network and Database team)
    • Escalate Major Incidents to the Incident/Service Account Manager
    • Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement
    • Takes steps to reduce recurring issues in production. Provide details of recurring issues and influence the respective resolver to for permanent fix. Escalate if there are delays in permanent fix.
    • Work closely with Technology Infrastructure Teams, Development & Testing Teams, Product architects in supporting Integrated / Independent releases, software/hardware upgrades, Server Upgrades and so on.
    • Evaluate mundane manual Ops activities and find ways to automate.
    • Develop deep understanding of the underlying technical architecture and the product modules.
    • Work closely with the development team, have a thorough understanding of the application and functionality when new solutions are introduced into the production environment.
    • Supporting continuous enablement, regularly look for efficiency improvement or productivity savings. Drive and live by the culture of innovation resulting in highly efficient team improving operational efficiency.
    • Assist with the info sec team in the roll out and operation of appropriate security controls.
    • Document SOP, Operations Handbook, troubleshooting steps and service restoration details.
    • Willing to work in Night Shifts.

    Qualifications:

    • UG -Any Graduate
    • ITIL certification – nice to have
    • Have troubleshooting and debugging skills
    • Ability to work independently and as part of a team