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, skilled 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

📌 Senior Support Analyst (Bengaluru)
🏢 PERSOL
📍 Bengaluru