Senior Support Analyst

Role & responsibilities

Bachelor's degree in Computer Science, IT, or Engineering - 5+ years total experience - 4 to 6 years relevant experience in support activities - Excellent SQL querying capabilities - PowerBI experience - Microsoft BI Application Suite knowledge (SSMS, SSAS, SSIS, SSRS) - PowerShell scripting knowledge - Experience with ISMS, SOC2, and SaaS Change Control procedures - Very good command of English (spoken and written) - Experience in vendor support or customer service role - Preferably experience in commodities and energy market applications (E/CTRM, risk management)

Overall skills needed

- Analytical and problem-solving skills - SQL querying - PowerBI - SSMS, SSAS, SSIS, SSRS - PowerShell scripting - JIRA support tool management - Report generation and analysis - Information Security Management System (ISMS) - SOC2 compliance - SaaS Change Control procedures - Automation tools (nice to have) - Mentoring and coaching - Communication and interpersonal skills - Time management and prioritization - Remote debugging and troubleshooting Experience as a Senior Support Analyst handling L3/L4 support tickets. Strong hands-on experience with MSBI, SSIS, SSRS, Splunk, and SQL. Capable of independently analyzing, troubleshooting, and resolving complex production issues. Experience handling a high volume of tickets across multiple clients. Strong expertise in incident analysis, root cause identification, troubleshooting, and resolution. Experience working in the Risk Management and Financial Services domain. Comfortable taking end-to-end ownership of support tickets and driving issues to closure. Experience working independently with minimal supervision while coordinating with relevant teams when required. Flexible and willing to work in rotational shifts, including 7:00 AM, 1:30 PM, and 10:00 PM shifts.

Key responsibilities & outcomes

- Provide Level 2 & 3 support to clients for Risk/TS applications - Create, manage, and resolve support tickets in JIRA with timely and accurate updates - Work closely with internal teams to ensure efficient and effective issue resolution - Generate and analyze JIRA reports to identify trends and improvement areas - Manage service request queue and adjust to changing priorities - Conduct and actively participate in client calls - Mentor team members on call handling and meetings - Conduct remote sessions with clients for issue debugging - Mentor and guide junior staff with product knowledge and skills - Improve processes and operations - Maintain professional and courteous communication - Work autonomously and prioritize tasks effectively - Support 24x7 operations

Volume & scale of operations

Enterprise-level SaaS and On-Premise client support operations with 24x7 availability requirements

Additional requirements

MSBI Tools/ITIL Certification is preferred. Ability to work in 24x7 support enviro

Preferred candidate profile