B2B Support Analyst

Job Description

Reporting to the Operations Support Manager the Support Analyst monitors application and infrastructure components to ensure they are up and running and applies processes and technical knowledge to restore normal service operation as quickly as possible in case of an incident so to minimize any adverse impact on business operations. Level-2 support has good technical and functional knowledge of all proprietary and third-party components/platforms that cover the full range of customer solutions/services. Responsibilities Providing 2nd line support directly to external clients, taking care of communications between the customer and the 3rd level support teams when required Investigating, analysing, and resolving as a part of BAU Managing incidents in a timely manner (within SLA defined), and escalating/communicating to business, technology and vendor partners when required Monitoring Support mailboxes and taking required actions Monitoring the hosting platform and applications and operating incident management service Using web development and programming technical knowledge to triage, prioritize, troubleshoot, and escalate or resolve customer application issues Ensuring that operations run smoothly, using operational and technical job sheets and checklists Ensuring that platform monitoring is set up appropriately and efficiently and support with improving ways of working Safeguarding SLAs by promptly apply mitigation procedures or escalating Maintaining the support knowledge base, documenting new issues and procedures Willing to work out of hours on a shift-based rosters (24/7 coverage) from our office based in Mumbai Requirements A B2B Support Analyst with a love for technology, and: Knowledge of Web Applications Basic understanding of scripting languages Familiarity with cloud computing Windows, MAC, Linux Operating System Basic Networking, communication protocols PowerShell and/or Bash command line Familiarity with DB s Familiarity with monitoring