Business Analyst with Production Support Experience
Location: Bangalore, Hyderabad & Delhi NCR
Experience: 5-10 years
Immediate joiners preferred
For Immediate Response, Kindly share resume to
[email protected] with Sub of "L2 support" along with Notice period.
In this role, Business Analyst with production support experience bridges the gap between end-users and technical teams by diagnosing live system issues, analyzing root causes, managing incident tickets, and translating operational issues into functional requirements / User Stories for permanent software / Product fixes
Responsibilities:
Business Analysis: Requirement Gathering, Gap Analysis, User Story Creation with Acceptance Criteria’s, Agile/Scrum Methodologies
Stakeholder Communication: Translate technical concepts for business teams and business goals for developers
Production Support: Incident Management, Root Cause Analysis (RCA), Service Level Agreement (SLA) Tracking, Ticketing Systems
Ticket Logging & Triage: Receive user issues via helpdesk tools, capture error details, and categorize severity
Deep Troubleshooting: Perform advanced technical investigation into application errors, integration blocks, and performance lags
Standard Resolution: Fix basic requests using predefined runbooks and standard operating procedures (SOPs).
Alert Monitoring: Watch dashboards, real-time alerts, and system health metrics (CPU, memory, disk space)
Cross-Team Collaboration: Work alongside Business Users, infrastructure, database administrators (DBAs), and L3 software developers on root cause analysis (RCA)
Initial Escalation: Route complex or unresolved technical issues quickly to the L3 team within target SLAs.
Testing and Implementation: Support user acceptance testing (UAT) and verify final solutions match requirements
Minimum qualifications
Bachelor’s degree in business information systems (IS), computer science or related field, or equivalent-related IT experience
Preferred Skills:
Proficienc
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