Safe Guard Global is hiring for Application Support Analyst

 Role: Application Support Analyst

Location: Work from Home

Job Description:

• Provide professional application support to both the internal organization and external clients when required.
• Identifying and resolving technical and software related issues through the ticketing query system
• Ensure customer satisfaction through exceptional service and timely support responses.
• Proactively monitor system performance to identify potential issues before they occur. Analyze logs, performance date and engage L3 development teams where necessary
• Utilize incident management tools to record and manage incidents. Ensure the completeness of root cause analysis and conduct blameless post mortem reviews. Understand the business impact of issues and where possible provide workarounds and suggestions to mitigate future incidents.
• Collaborate with cross functional teams to analyze and resolve complex technical problems. Creating a positive customer support experience and builds strong relationships through deep problem understanding. ensuring timely resolution or escalation, communicating promptly on progress, and handing customers with a consummately professional attitude.
• Develop and maintain standard support procedures and other documentation to ensure the support, availability and continuity of IT services to agreed SLA's and KPI's
• Identify opportunities for optimization of processes with a continuous improvement mindset. Analyze user requirements and work with other teams to implement solutions that will benefit our customers.

Education Required:

Any Graduation, Any Stream.

Skills:

• Excellent communication skills, both written and verbal with the ability to explain complex ideas to those with limited IT and systems knowledge
• Previous experience of providing software support in a professional environment
• Critical thinking skills combined with a customer focused approach
• Strong technical understanding of application support
• Knowledge of system monitoring tolls, including performance monitoring and alerting
• Experience with AWS, Networking concepts will be an added advantage
• Ability to read / analyze log files / Audit logs to identify issues
• Knowledge of both windows and Linux server administration preferred 
• Experience with PostgreSQL of MS SQL preferred.

Salary: INR 3.5 Lakh plus variable benefits.