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 positive 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 valuable command of English, both spoken and written
Experience working in a vendor support or customer service role
📌 Senior Support Analyst Bengaluru
🏢 PERSOL
📍 Bengaluru
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