Support Analyst

Responsibilities:

·         Provide L2 technical support to users on any application related issues

·         Troubleshooting and resolving issues in a timely manner, through detailed investigations of system/application-level logs

·         Participate in Incident Management and carry out Root Cause Analysis especially on High Severity incidents

·         Collaborate with other teams such as BA/PO & Engineering/IT to resolve any issues raised by users

·         Monitor system health and key application, database, infrastructure, and downstream service metrics, and promptly identify, investigate, and escalate potential issues.

·         Under strict Governance with proper controls in place, perform data patching activities based on user request while also ensuring data integrity and quality are in place

·         Report generation as required by end users

·         Documenting support procedures/lessons-learnt which can be used to improve supportability & operability

Requirements:

·           Degree in Computer Science/Information Technology/Software Engineering or related IT fields with strong database background is preferred

·           Strong experience in MySQL (>2 years) and MongoDB

·           Strong analytical and problem-solving skills

·           Excellent verbal and written communication skills and able to work with teams in different regions and time zones

·           Familiarity with Standard Operational Procedures

·           Proficiency in Windows and MS office

·           Experience in Database Management Tool (added advantage)

·           Familiarity with AWS (added advantage)

·           Familiarity with Linux (added advantage)

·           Experience in Python programming (added advantage)

·           Knowledge in Patch Management (added advantage)

·           Minimum 1 years of experience in a similar or closely related role is expected to demonstrate competency

All job applicants will be treated with strict confidentiality.