Job Title: Senior Support Analyst

Employment Type: Full Time

Position Location: Hyderabad Qualifications: BE/B.Tech/MCA Degree in Computer Science, Engineering, or similar relevant field Total Experience: 8 to 15 Years Shift Time: 4:30 PM to 1:30 AM IST Technical Skills (Must-Have) · Datadog – Dashboard creation, log ingestion, monitoring/alerting configuration

· Oracle / MS SQL – Query writing and database troubleshooting

· SFTP (GlobalScape) – Managing secure data exchange with vendors

· ServiceNow – Incident management and alert handling. · API basics – REST APIs, JSON/XML, since integration troubleshooting often means tracing API calls.

· File formats/data validation – CSV/flat file structure for vendor SFTP file validation.

· .NET Integrations – Basic troubleshooting of integration issues. Good-to-Have: · Scripting/automation – PowerShell, Python, or Bash for repetitive tasks.

· Version control – Basic Git knowledge for touching code/config files.

· Networking fundamentals – DNS, firewalls, ports for integration troubleshooting.





· Cloud platform familiarity – Azure basics Process & Methodology: · ITIL fundamentals – Incident, problem, and change management concepts.

· SLA management – Meeting response/resolution time commitments.

· Root cause analysis – Structured troubleshooting, not just symptom fixes.

· Documentation/runbook creation – Clear KB articles and SOPs for recurring issues. · Change management awareness – Understanding how changes get approved/deployed Professional Skills · Strong results orientation / ownership of outcomes. · Effective communication (written and verbal)

· Team-oriented, team-oriented approach

· Stakeholder management – Managing vendor and client expectations

· Prioritization under pressure – Triaging multiple incidents simultaneously

· Adaptability – Quickly learning new/unfamiliar systems Education • Bachelor’s or Master’s degree in Computer Science, Engineering, or equivalent experience

📌 Senior Support Analyst- Hyderabad
🏢 RDSolutions India
📍 Hyderabad