Role: Senior Employee Support Analyst

Location: Vashi, Navi Mumbai (4 days working from office)

Shift: General Shift (10:00am to 7:00pm)

As an Senior Employee Support Analyst, you will support a diverse set of Products and Services within an agile cross-functional product development team. Feedback and input from Employee Support Analyst will be key to modernizing and building better products. A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role. The team is passionate about keeping our systems up-to-date, reusable, and maintainable. You will be shaping the future of DBRS Morningstar’s Products and helping to make DBRS Morningstar a technology-first environment. The role will 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 the timely resolution, and communication of outcomes to all

appropriate team members.

• Communicate to 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.

• Contribute to 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

Qualifications

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

• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.

• Ability to work independently and manage time and multiple concurrent priorities

• Ability to collaborate successfully with team members

• Excellent troubleshooting skills

• 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.

• knowledge of technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework

• Ability to debug SQL Queries and Stored Procedures in a relational database management system

(RDBMS).

• Excellent communication skills – verbal, listening, reading, writing

• Work with multiple teams – end users, functional teams, release manager, development team.

• Availability to work on rotation shifts between NA American & Australian shifts

Nice to haves

• Demonstrated domain knowledge in financial/investment data, and/or analytics

• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Morningstar is an equal opportunity employer.

📌 Senior Employee Support Analyst (Mumbai)
🏢 Morningstar
📍 Mumbai