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27 Inchcape Shipping Services Jobs

Support Analyst - Application support

7-12 years

₹ 20 - 27.5L/yr

Chennai

1 vacancy

Support Analyst - Application support

Inchcape Shipping Services

posted 8d ago

Job Role Insights

Flexible timing

Job Description

Job Purpose:

Inchcape has recently completed the modernisation phase of its Digital Transformation, and as part of the value phase is looking to develop a first-class Customer Support function to deliver exemplary support across our entire application eco-system. As one of the Analysts of this new internal function, you will own incidents resolution during your shift providing best-in-class round the clock support services to both internal and external customers for all of Inchcapes digital products.


Duties and Responsibilities:

  • Triaging of reported issue and setting up the right priority by doing initial investigations.
  • Review of Business process and communicating with user to understand the issue.
  • Review application Logs (Graphene\Kibana\SQL Logs)
  • Reverse engineer the issue to find the root cause analysis.
  • Resolve issues and requests raised by the internal and external customers, ensuring their day job is smooth.
  • End to end ownership of incidents including third-party products incidents.
  • Create / Update resolution documents as required and take ownership of incident life cycle in ITSM tool.
  • Ensure live documentation for all applications supported for both users and other support analysts.
  • Capture required data that will feed into the key success measures.
  • Continuous learning and adapting to the dynamic ISS business processes.
  • Spread knowledge on the incidents analysis and improve support services continuously.
  • Handover of pending in progress issues to the support analyst in the next shift.
  • Ensure continuous self-learning and product trainings.
  • Take charge of escalation for any Customer Support incident where required.
  • Contribute to identifying patterns, trend analysis, RCA, and workarounds.
  • Collaborate with all other IT teams for critical and recurring incidents resolution.
  • Close collaboration with Product to drive a true DevOps culture, continuously planning for upcoming features and product changes.
  • Ensure SRE best practices are followed for both proactive and reactive problem management.

Essential

  • Bachelors degree in Engineering or Technology/MCA or equivalent work experience
  • Must have working knowledge in agile environment, supporting modern cloud technology applications build on C#, .Net Core Full Stack, SQL Hands on, ITIL and ITSM
  • Graphene, Kibana, Logs Monitoring
  • Basic of AWS
  • Good Commercial alignment / awareness

Desirable

  • Kubernetes, containerized Microservices, DevOps, Postgres

Maritime Industry

  • Excellent analytical and troubleshooting skills: ability to dissect complex problems
  • Customer Focus
  • Communication Skills
  • Quick learner
  • Strong collaborative and self-driven
  • Apply technology to deliver business vision
  • Influencing & negotiation skills
  • Adaptability and Change
  • Data Analysis
  • Documentation writing skills

  • Total 7+ years in an IT environment and 5+ years in Application Support & Business Analysis on products running on AWS Cloud technologies
  • Must have extensive software development experience throughout the career.
  • Part of Change or Release management team or Part of Production Support team
  • Must have supported multiple products with follow the sun model.
  • Use of modern support frameworks and tools.
  • Disaster recovery or Business continuity planning experience
  • Experience in delivering support services to internal and external customers.
  • Must thrive in a fast-paced, time compressed and dynamic environment.

  • Must work in shifts on a rotational basis
  • Operate from ISS and Partners Chennai based offices
  • Able to work from home
  • Passion for Customer Support Services involving multi-culture personnel

Employment Type: Full Time, Permanent

Read full job description

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What people at Inchcape Shipping Services are saying

Application Support Analyst salary at Inchcape Shipping Services

reported by 4 employees with 2-22 years exp.
₹8.6 L/yr - ₹10 L/yr
18% more than the average Application Support Analyst Salary in India
View more details

What Inchcape Shipping Services employees are saying about work life

based on 160 employees
60%
76%
75%
92%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Inchcape Shipping Services Benefits

Health Insurance
Work From Home
Job Training
Cafeteria
Free Transport
Free Food +6 more
View more benefits

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