Senior Employee Technology Support Analyst, Credit Operations (Mumbai)

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, Recent Relic etc 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, Recent Relic etc