Application Support Analyst

• Recording issues (tickets) reported by client, asking for all supporting information
• Determine severity of reported issue, analyse the problem and recreate incident in test environment, study logs
• Providing immediate workaround to client within TAT for service resumption
• Coordinate with internal teams and the client, test & deliver software product releases
• Contribute to root cause analysis for high severity incidents
• Providing a high level of service to our customers and adhering to strict SLAs for response and restoration times
• Creation and distribution of knowledge and information with other team members and the company

Skills Required:

• 1+ years experience in Application support
• Experience in L1/L2 Support in Web Based and Mobile Applications, and using ticketing tools
• Candidate should basic knowledge of MSSQL, Ms Excel (Pivot, V-Lookup & Concatenate Formulas)
• Strong logical thinking skills, ability to find problem workarounds and ensure SLA compliance
• Strong communication and client facing skills
• Candidate should be able to work independently and should be good team player