Opening For Support Analyst - SME - Remote

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 SME 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 Inchcape’s digital products.

Duties and Responsibilities:

Must Have

• Excellent analytical and troubleshooting skills to diagnose complex technical issues and identify root causes to effectively diagnose and resolve complex issues. Investigating and resolving intricate application problems, including performance bottlenecks, data inconsistencies, and integration issues.
• Strong verbal and written communication skills to be able to clearly articulate problem statements effectively with technical teams, business users, and senior management.
• Deep understanding of specific business applications, including their functionalities, architecture, data flows, and integration points, acting as the go-to person for complex technical issues
• Providing expert technical guidance and support to end-users on application usage, answering queries, and resolving issues escalated from 2nd-line support. Lead the process of identifying, investigating, and resolving critical application issues, including escalation to vendors or higher-level support when needed.
• Implement and oversee application monitoring systems to proactively detect potential issues and take preventative measures to minimize downtime.
• Collaborate with development teams on application updates and deployments, ensuring smooth transition and minimal disruption to users.
• Develop and maintain comprehensive application documentation, including user guides, troubleshooting procedures, and knowledge base articles.
• End to end application functionality knowledge; be able to demonstrate clear understanding of patterns of business activity, user journeys and application capabilities
• Act as a liaison between the application support team and business stakeholders, understanding their needs and communicating effectively regarding application issues and updates. Working closely with application developers to communicate user feedback, report bugs, and contribute to application improvements.
• Monitor key performance indicators (KPIs) related to application uptime, resolution times, and user satisfaction to identify areas for improvement.
• Willingness to commit to periods of intense incident-resolution
• Understand end-to-end product flow and Third-party Integrations. Guide the business users as well as support team.
• Hands on coding experience required (.net core, C#, Microservices) to troubleshoot the reported incidents.
• Reverse engineer the issue to find the root cause.
• Understanding of Graphene and Kibana required to review the application logs and third-party integration errors.
• Should have knowledge on SAAS based application to understand the third-party integrations\issues and drive the SAAS related product issues with vendor, to resolve the issues quickly.
• Should be hands-on in SQL to review SQL Logs, Data issues, Query related issues.
• Should be able right DML statements, Optimize Joins, find out query cost and tune it according to that.
• Should be able to optimize the complex SQL queries, View’s, stored Procedures etc.
• Should be strong on ITIL and ITSM.
• Must understand Cloud Environment (AWS like EC2, S3, Lambda, Queue Services etc)
• Deep dive into Product understands the upstream and downstream process to lead to defects.
• Should be able to manage P1\P2 calls and provide quick turnarounds to resolve the issue quickly.
• Guide\Train the team on ITIL process to do right prioritization of issues.
• Drive the Automation of the SOPs to reduce the burden on support teams.
• Strong in Communications is must.

Nice To Have

• SAAS products Knowledge like Eye Share, Unit4, Sedna etc.
• Knowledge on RabbitMQ,
• AWS certification
• ITIL certification

Person Specification

Knowledge Skills Experience

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
• AWS (EC2, S3, Lambda, Queue process etc.)
• Good Commercial alignment / awareness

Desirable

• Kubernetes, containerized Microservices, DevOps, Postgres
• 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 18+ years in an IT environment and 15+ years in Application & 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.