We are hiring a Technical Analyst for our office located in technopark, Thiruvananthapuram. Your focus is to deliver post implementation support and solutions to our various customers across the globe.
You will be innovative, energetic, and able to adapt to new processes and procedures quickly. You will also be committed to customer success with excellent listening and timely response skills. In this role, you will be handling day to day operations which includes incident Management, Problem Management,Change Management, Release Management and Service Request handling.
Roles and Responsibilities:
First point of contact for Customers
Provide Level 2 technical support
Apply basic diagnostic techniques to identify issues, investigate causes and recommend solutions to correct common failures
Takes end to end ownership of issues till resolution
Escalate complex problems to the Level 3 technical support if needed
SLA adherence and follow the established Service Management processes
Prior experience in IT Service Management (Incident/problem/Change/SR management)
Experience in any of the ticketing tools (ServiceNow, Jira, etc.)
Good working knowledge of SQL commands and PL SQL
Overall knowledge of database fundamentals
Hands-on experience in all generic database monitoring
Basic understanding of Java/JEE is good to have
Good analytical reasoning skills and lateral thinking capability
Good communication skills
Good Customer handling skills
ITIL V3/V4 foundation certification is desirable
Willingness to work in rotational shift (24/5)
Education: Graduates in BE/BTech (Computer science or related) or MSC Computer science /MCA or equivalent.
Experience: 2-4 years of experience in IT support