Job Description

Job Category: Support Analyst
Degree Level: Bachelor's Degree
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Application Support Analyst will be responsible for Triaging the cases in L2 Production support and take care of any Data Patches and Clarification. You should be capable of doing in-depth analysis and forward the cases to the Engineering team wherever it requires a code fix. Also be familiar with production support process and able to front end the customer and address all their technical queries.
Responsibilities

• As part of L2 Production support Triage Team responsible for analyzing all the production support cases and concluding the triaging part with the clear action plan.
• Preparing the Data patches for the required cases and releasing it to customer through release process.
• Doing root cause analysis for all the Data Patch cases.
• Need to do the in-depth analysis for the reported cases and wherever is identified for code fix need to forward it to engineering team for further action with proper evidence and documentation.
• Making sure all the clarification type cases are getting clarified to customer with clear details and documentation wherever is applicable.
• Joining the customer call along with the customer facing lead and taking care of all technical queries.
• Having a good collaboration within and other team members.
• Need to follow the Production support process with 100% compliance.

• Strong knowledge of Java or equivalent Object-oriented programming language with hands on experience in writing SQL queries with different type of joins
• Knowledge about Web Services (SOAP, REST etc.) and API related integrations
• Strong analytical & debugging skills
• Address critical incidents within SLA & suggest workarounds
• Experience in Production Support and its process
• Experience in Insurance or Banking Domain will be a plus
• Experience in P&C Insurance domain will be an added advantage.

• 5 PM - 2 AM IST