As a Senior Employee Support Analyst, you will support a diverse set of Products and Services within an agile cross-functional product development team. A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role along with providing feedback and input to help shape the modernizing and building better products. The team is passionate about keeping our systems up-to-date, reusable, and maintainable. You will be shaping the future of Morningstar DBRS’s Products and helping to make Morningstar DBRS a technology-first
environment. The role will be to work with team members in North America and Mumbai and support DBRS Morningstar’s global offices.

Responsibilities
• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders.
• Research to identify issues; provide timely resolution, and communication of outcomes to all appropriate team members.
• Communicate effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.
• Build a knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues.

•Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution.




• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and project management skills

Requirements:
• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
• 2+ years of experience of managing applications involving technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework
• 2+ years of experience debugging SQL Queries and Stored Procedures in a relational database management system (RDBMS).
• Ability of troubleshooting applications independently with multiple concurrent priorities.
• Ability to collaborate successfully with team members & teams (end users, functional teams, release manager, development team)
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
• Excellent communication skills – verbal, listening, reading, writing
• Availability to work on rotation shifts between NA American & Australian shifts

Qualifications:
• A bachelor’s degree in computer science or related field

Good to have:
• Demonstrated domain knowledge in financial/investment data, and/or analytics
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Morningstar DBRS is an equal opportunity employer

📌 Senior Technology Operations Analyst (Mumbai)
🏢 Morningstar
📍 Mumbai