Analyst/ Senior Analyst- Application Support Job in Sirionlabs

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