Opportunity - Technical Analyst - Blume Global (SaaS Product)

View: 106

Update day: 06-05-2024

Location: Bengaluru / Bangalore Karnataka

Category: IT - Software

Industry: Software Product

Position: System Analyst

Job type: Full Time, Permanent

Salary: ₹ 4,00,000 - 9,00,000 P.A.

Experience: 3 - 8 years

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Job content

Roles and Responsibilities

Prior experience of working in Application/Production support environment.
MySQL knowledge and SQL querying abilities are needed. Skills in Python scripting would be advantageous.
Troubleshooting and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team. Work Independently in the team.
Problem Management (identifying recurring incidents, notify L3 for permeant fixes)
Along with Customer Success Manager, participate in Weekly & Monthly reviews with the customers.
Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English.
Study ticket patterns and suggest improvement. Identify areas that can be automated.
Experience in Application support ticketing tool such as ServiceNow & Jira
Thorough understanding of SLA Management & Operational reporting.
Provide value to the Customer in line to Quality, Process Improvements & Other customer centric initiatives.
ITIL V3 Foundation Certified and through in-Service management processes, Event Management, Incident, Problem Management & Change Management.

Required Skills

Excellent communication skills (English - written & spoken)
High flexibility and commitment for new challenges and extended requirements beyond SLA
Able to operate in a global matrix organization
Bachelors Degree in Computer Science/IT or related field
3-6 years experience

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