Triage L2 production support cases, perform in-depth analysis and root-cause investigation, prepare and release data patches, escalate code-fix issues to engineering with evidence, clarify technical queries to customers, join customer calls, and follow production support processes with full compliance.
Job Description
Application Support Analyst will be responsible for Triaging the cases in L2 Production support and take care of any Data Patches and Clarification. You should be capable of doing in-depth analysis and forward the cases to the Engineering team wherever it requires a code fix. Also be familiar with production support process and able to front end the customer and address all their technical queries.
Responsibilities
- As part of L2 Production support Triage Team responsible for analyzing all the production support cases and concluding the triaging part with the clear action plan.
- Preparing the Data patches for the required cases and releasing it to customer through release process.
- Doing root cause analysis for all the Data Patch cases.
- Need to do the in-depth analysis for the reported cases and wherever is identified for code fix need to forward it to engineering team for further action with proper evidence and documentation.
- Making sure all the clarification type cases are getting clarified to customer with clear details and documentation wherever is applicable.
- Joining the customer call along with the customer facing lead and taking care of all technical queries.
- Having a good collaboration within and other team members.
- Need to follow the Production support process with 100% compliance.
Requirements and skills
- Strong knowledge of Java or equivalent Object-oriented programming language with hands on experience in writing SQL queries with different type of joins
- Knowledge about Web Services (SOAP, REST etc.) and API related integrations
- Strong analytical & debugging skills
- Address critical incidents within SLA & suggest workarounds
- Experience in Production Support and its process
- Experience in Insurance or Banking Domain will be a plus
- Experience in P&C Insurance domain will be an added advantage.
Shift Timing:
- 5 PM – 2 AM IST
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