Application Service Analyst (SJ-IQ)

- Senior Managed Services Analyst

Location : Kochi

Role: Senior Managed Services Analyst

Mandatory Skills

• Strong troubleshooting and problem-solving skills.
• Knowledge of SQL and RDBMS concepts.
• Experience with ticket management and incident handling.
• Understanding of SLA management and adherence to internal processes.
• Strong data analysis and documentation skills.
• Good communication and client-handling skills.
• Ability to work in rotational shifts covering US and EU time zones.

Added Advantage

• Experience with ticketing tools.
• Knowledge of ITIL practices.
• Experience in application and product support.

Key Responsibilities

• Provide end-to-end application and product support.
• Manage tickets, incidents, service requests, and change assessments while ensuring SLA compliance.
• Analyze issues, conduct root-cause investigations, and coordinate resolutions with technical and functional teams.
• Monitor systems and ensure timely resolution of reported issues.
• Act as a key client-facing contact, handling inquiries and maintaining strong client relationships.
• Communicate clearly with clients and internal stakeholders.
• Maintain proper documentation and identify opportunities for process improvements.

Eligibility Criteria

• Strong analytical, troubleshooting, and documentation abilities.
• Proactive, detail-oriented, and customer-focused approach.
• Ability to coordinate effectively with cross-functional teams.
• Flexibility to work rotational shifts across US and EU time zones.