Senior Support Analyst

Job Title: Senior Support Analyst

Role:

Senior Support Analyst. Responsibility for providing high-quality support for Risk/TS applications on both SaaS and On-Premise (Client) with the adherence.

Key Responsibilities:

Service Desk

• Provide Level 2 & 3 Support to our Clients
• Managing and resolving client issues using the JIRA support tool
• Create, manage and resolve support tickets ensuring timely and accurate updates
• Work closely with internal teams to ensure issues are resolved efficiently and effectively
• Generate and analyse reports from JIRA to identify trends and areas of improvement for the Support team
• Service request queue management
• Ability to adjust to changing priorities and handle multiple tasks simultaneously
• Actively participative and manage client calls including mentoring Team Members for handling calls and meetings
• Ready to go on remote sessions with client for issue debug
• Align with Team Goals
• Mentoring and guiding juniors with required Product Knowledge and skills
• Attitude of improving processes and operations
• Effective communication, professional and courteous
• Ability to work autonomously as needed and prioritise tasks
• Ability to work in 24x7 support

Competencies

• Analytical skills to resolve client problems by using logical, systematic, sequential approach
• Excellent SQL querying capabilities and PowerBI experience
• Work on Information Security Management System (ISMS), SOC2 and SaaS Change Control procedures
• Candidate should have good experience on support activities and knowledge in scripting using PowerShell.
• Microsoft BI Application Suite (SSMS, SSAS, SSIS & SSRS)
• Automation Skill using any tool (nice to have)

Key Performance Indicators

• Customer satisfaction, achievement of SLAs and targets for resolution
• Personal skills increased through on-the-job training, training courses and self-study
• Assignments completed in a timely manner

Specific Requirements

Total Experience: 5+ Years

Relevant Experience: 4 to 6 Years experience

• Preferably experience in commodities and energy market applications E/CTRM, risk management

Qualifications

• Education qualification of a bachelors degree in computer science/IT or engineering,
• MSBI Tools/ITIL Certification is preferred
• Very good command of English, both spoken and written
• Experience working in a vendor support or customer service role