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 Radhika.
[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:
• Proficiency in using Snow, Jira
• In-depth technical knowledge of systems, networks, and software.
• Understanding of .
NET technology based applications.
• Advanced ticketing and incident management systems
• Solid analytical thinking and attention to detail.

📌 Business Analyst with Production Support (Noida)
🏢 Genpact
📍 Noida