ABOUT THE POSITION
The Sr Digital Support Analyst provides technical support to users. Responds to requests and incidents, conducts operational monitoring and maintenance, and provides documentation and training to ensure users can optimally utilize their hardware and software.
HOW YOU’LL MAKE A DIFFERENCE
- Handles incoming calls in a timely and professional way. Tracks all calls using service desk software. Performs ticket assignment and escalation as required. Performs daily follow-up on open calls with no activity. Provides general first-level support. Proactively identifies trends and drives remediation efforts with technical support and other IS groups as required on problem determination, solution implementation, and thorough documentation of progress and results.
- Maintains and executes tasks with an extensive knowledge of processes and procedures for regulatory controls. Manages production jobs. Performs operational monitoring and escalation.
- Acts as a key driver to help identify and implement policy, standards, or procedural enhancements.



Analyzes procedures and assists in determining most effective use of computer and human resources.
- Serves as an escalation point for immediate team as well as extended IT support providing 24/7 technical support. Collaborates with internal support teams on incident resolution. Maintains positive open lines of communication with all management, staff, and other departments to contribute to the smooth flow of information and efficient operation of the organization. Leverages vendors or external service providers to resolve technical or procedural issues with limited guidance.
- Maintains accurate documentation of requests and detailed job tracking. Creates and maintains procedure manuals for operational functions, run books, and procedures including daily processes, month-end processing, and special requests.
- Assists in developing and executing test scenarios for recent or modified systems or processes. Designs and deve

📌 Digital Support Analyst II (Bengaluru)
🏢 Columbia Sportswear
📍 Bengaluru