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Support Lead Analyst

Mumbai, MH
Job Code:
  • Banking & Finance
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Job Details

L2/L3 Production Support profile, responsible to work on Incidents/Problems/Requests/Tasks based on ITIL best practices.Resource will be working in support domain with 8 to 10 years of experience in providing production/application/L2 support to users.Resource will be working in 24 X 7 shifts depending on regions supported by team he works in. He/she should also be aware of on call concept (supporting business during non-working hours).Resource must possess excellent communication skills due to frequency of interactions with business and end users.Should possess leadership traits to lead tech bridges for P1 calls in order to get the issue to the resolution.Should have experience in coordinating across departments (Dev, Testing teams) to get long pending or complex issues fixed.Resource must have excellent analytical and problem solving skills.Resource must be proactive in his/her approach to not only solve issues but to identify issues before it actually happens.Must be well versed with working of ticketing tools, monitoring tools, SLAs.Resource should be creative in his/her thinking to be able to identify gaps and improve existing processes by doing automation.Must have passion to do self-learning and documenting first time issues via knowledge base articles.Resource should keen eye for repetitive issues and do doing root cause analysis, identifying trends.Ready to learn and handle multiple applications expanding to different technologies, should be ready to provide knowledge transition.Mentor new hires and give them initial overview on application support area.
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 6-9


Application Programming | Database Administration (DBA) | Project Leader/ Project Manager | Quality Assurance/Testing
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