Senior Support Analyst
Department: 61-416 - Technology - Hyderabad
Employment Type: Permanent - Full Time
Location: India - Hyderabad
Reporting To: Sudhakar Thatiparthi

Description
The Senior Support Analyst is a skilled operational support skilled responsible for providing high-quality Level 1 and Level 2 support for the Landmark platform and associated systems. This role takes ownership of ticket management, system configuration, monitoring, and data warehouse reporting administration, while also contributing to training, documentation, and system testing activities.

What you'll be doing:

Support & Triage
Deliver Level 1 & Level 2 Landmark support — triage, investigate, and resolve incidents and service requests within agreed SLAs
Manage and maintain ticket queues in Halo and Jira, ensuring accurate status tracking and communication to stakeholders
Escalate complex issues appropriately to the Technology Analyst or Operations Manager

Landmark Configuration & Testing
Perform Landmark configuration tasks (channels, products, agencies, scheduling parameters)




Participate in Landmark regression and smoke testing for releases and enhancements
Assist with system monitoring and scheduled batch job administration

Reporting & Data Administration
Administer Data Warehouse reporting — manage user access, scheduled reports, and report queries
Support ad-hoc data extracts and reporting requests from Finance, Trading, and Operations teams

Training & Documentation
Deliver training to Foxtel Media staff on Landmark and associated systems
Maintain accurate and up-to-date operational documentation in Confluence

System Monitoring
Perform proactive system monitoring and raise incidents for anomalies or outages
Follow established incident and request management processes

What you'll bring:
5+ years in a technical or application support role, ideally in a media or broadcasting environment
Strong working knowledge of the Landmark platform (configuration and support)
Proficien

📌 Senior Support Analyst (India)
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📍 India