Triage Analyst

Job Description

Oracle developer with basic JAVA Knowledge is responsible for Triaging the cases in L2 Production support and take care of any Data Patches and Clarification and capable of doing the 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. Working in P&C Insurance domain will be an added advantage.

Role & 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.

Requirements and skills

- Strong knowledge of Java or equivalent Object-oriented programming language.

- Basic knowledge of Oracle PL/SQL 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.

Shift Timings

- Should be comfortable with rotational shifts between 10AM to 2AM.

- The shift would be for 9 hours

Permanent Work from Home