Technical Services Analyst

Job Summary Key Responsibilities

• Providing Level 3 (L3) enterprise-level product support to both internal and external clients.
• Resolving assigned incidents within SLA timelines , collaborating with internal teams and external stakeholders (clients/vendors) as needed.
• Documenting all resolution activities and communications related to support requests/incidents in the appropriate ticketing system.
• Performing problem isolation and root cause analysis , and partnering with the escalations team for complex troubleshooting.
• Maintaining up-to-date status of issues in the incident tracking system and ensuring timely follow-ups on escalated cases.
• Participating in new product rollouts , maintenance releases, testing, documentation, and operational improvement initiatives.
• Contributing to the Knowledge Base as part of ongoing issue resolution and knowledge-sharing efforts.

Your Skills and Expertise Educational Background

• BE / BCA / MCA / BSc (Computer Science) or a related field
• 4+ Years -8 years of experience in Product/Application Support for enterprise applications, preferably supporting US or international customers.

Communication Skills

• Excellent verbal and written communication skills.
• Strong customer service and support orientation.

Technical Skills

• Administrator-level knowledge of Windows operating systems and networking .
• Proficiency in Oracle and MS SQL databases, including performance tuning and backups.
• Experience with web servers such as IIS and Apache .
• Working knowledge of Postman and log monitoring tools like Splunk and Grafana .

Domain Knowledge

• Strong problem-solving skills related to complex enterprise software installations.
• Familiarity with the Healthcare domain (e.g., HL7, Revenue Cycle Management, ICD, EMR, EHR).

Additional Skills

• Experience with scripting languages is a plus.

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