Senior Analyst / Specialist - Tech Ops & Support

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Job Description

Senior Analyst / Specialist - Tech Ops & Support - Brand & Risk

OBJECTIVES/PURPOSE

The Application Support Engineer will be responsible for ensuring the smooth operation, maintenance, and enhancement of software applications used by the Brand and Risk Corporate Functions (Global Corporate Strategy, Group Internal Audit, Global General Counsel, Global Corporate Affairs, Global Ethics and Compliance). This role requires a blend of technical expertise, problem-solving skills, and excellent communication abilities. The successful candidate will collaborate with various teams to provide comprehensive support and deliver exceptional service.

ACCOUNTABILITIES

Application Maintenance and Support

• Monitor and maintain application systems to ensure optimal performance, reliability, and scalability.
• Provide Level 2 and Level 3 support for software applications, addressing and resolving incidents in a timely manner.
• Diagnose and resolve application-related issues promptly, providing technical support and troubleshooting expertise to end-users.
• Monitor application performance and availability, identifying and resolving potential issues proactively.
• Perform routine maintenance tasks, including patching, updates, and backups, to ensure application stability and security.
• Document and maintain support procedures, troubleshooting guides, and knowledge base articles.

System Administration

• Manage and maintain application servers, ensuring they are running efficiently and securely.
• Implement and monitor security measures to protect applications and data from unauthorized access and threats.
• Configure and optimize system settings and parameters to enhance application performance.
• Collaborate with IT teams to plan and execute system upgrades and migrations.

User Administration and Access Controls

• Create, modify, or delete user accounts as needed. Ensure that users have the appropriate access levels based on their roles and responsibilities.
• Implement and enforce access control policies to protect sensitive data and prevent unauthorized access. This includes setting up role-based access controls (RBAC) and regularly reviewing user permissions.
• Respond to security incidents related to user access and administration.
• Conduct regular security audits to identify and address potential vulnerabilities.
• Provide training and support to users on security best practices and the proper use of access controls.
• Address any user-related security issues promptly and effectively and respond to security incidents related to user access and administration.

Monitoring and Troubleshooting Application Interfaces

• Conduct regular monitoring of application interfaces to ensure seamless data exchange between systems.
• Identify and resolve interface-related issues swiftly, minimizing impact on business operations.
• Collaborate with development teams to enhance interface performance and reliability.
• Document interface configurations, troubleshooting steps, and resolution processes to maintain a comprehensive knowledge base.
• Utilize monitoring tools and logs to proactively detect and address potential interface disruptions.

Incident Management

• Respond to and resolve application-related incidents, ensuring minimal impact on business operations.
• Coordinate with development teams, system administrators, and other stakeholders to investigate and resolve complex issues.
• Track and document incidents, root causes, and resolutions in the ticketing system.
• Identify recurring issues and recommend long-term solutions to prevent future occurrences.

User Support and Training

• Provide excellent customer service by addressing user queries and providing guidance on application usage and best practices.
• Provide technical support and guidance to end-users, assisting them in utilizing applications effectively.
• Conduct training sessions and create user manuals to educate users on application functionality and best practices.
• Act as a liaison between end-users and development teams to communicate enhancement requests and user feedback.

Service Requests

• Receive and process requests by accurately log and categorize incoming service requests.
• Follow established procedures to resolve common service requests (Generating reports, adding users, system configuration changes, data processing, etc).
• Provide clear and concise updates to customers regarding the status of their requests.
• Maintain detailed records of all service requests and resolutions.
• Identify opportunities to improve service request processes.

Enhancements

• Gather requirements for application enhancements from end-users and stakeholders.
• Evaluate enhancement requests and prioritize them based on business needs and impact.
• Responsible for executing approved service requests in a timely and efficient manner.
• Collaborate with product engineering teams, as needed, to design, test, and implement approved enhancements.
• Communicate changes and updates to end-users, ensuring they understand new features and improvements.

System Integration and Testing

• Collaborate with development teams to test new releases, patches, and updates before deployment.
• Participate in system integration testing to ensure seamless interaction between applications and other systems.

• Identify and document any issues discovered during testing, working with developers to resolve them.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in application support or a related technical role.
• Experience with enterprise software applications, databases, and operating systems.
• Certifications: Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Azure Fundamentals are a plus.

Technical Skills

• Proficiency in programming languages such as Java, .NET, or Python; familiarity with databases (SQL, Oracle); and knowledge of operating systems (Windows, Linux).
• Proficiency in SQL and scripting languages (e.g., Python, PowerShell).
• Strong understanding of ITIL principles and incident management processes.
• Familiarity with monitoring tools, ticketing systems, and version control systems (e.g., Git).
• Working knowledge of cloud platforms and containerization technologies.

Soft Skills

• Excellent problem-solving and analytical abilities.
• Flexibility to handle a variety of tasks and adapt to changing priorities and technologies.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Effective time management and organizational skills, with the ability to prioritize tasks and work under pressure.
• Collaborative mindset, with the ability to work effectively in a team-oriented environment.

ADDITIONAL INFORMATION (Preferred Skills)

• Bottom of Form Experience working in a DevSecOps environment

Locations

IND - Bengaluru

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time