Associate Senior Technical Support Analyst

Description

Role Summary

The Application Support Analyst ensures quality service and operational performance meets or exceeds expectations. Actively participate in the support structure for AI Technologies applications.Responsible for documenting and resolving service tickets in a timely manner according to the Service Level Agreement (SLA).

Essential Functions

Provide Level 2 Application Support for AI applicationsSupport and monitor various business/IT applications, batch jobs and infrastructure components as part of an application support team providing coverage from multiple regionsRecommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Support teamManage all aspects of application support, including intake and triage of incidents, tasks, and any other user requests or escalationsFollow standard ITSM processes for Problems, Changes and IncidentsEnsure timely resolution of daily production issues within the defined SLAsAutomate tasks to reduce manual effortsApply problem solving skills to attempt to debug, identify and resolve issues before escalating to the next level of supportDuring an incident, lead the effort to triage and mitigate.Work with cross functional teams to provide operational support and coordinate with business teams on new or existing issuesMaintaining and updating technical documents and proceduresWork closely with development to integrate new releases into live environments and provide knowledge transfer to support teamPreparing maintenance plans and upgrading schedules for the organization’s systemsNot an exhaustive list; other duties as assigned.

Skills/technical Knowledge

Understanding of AI/ML concepts, RAG, ML ModelsOverall experience of 5-8 yearsWorking knowledge of Linux, DevOpsAbility to troubleshoot complex issues involving multiple systemsAbility to understand business complexity and application interdependenciesScripting and automation experienceGood to have: Payment domain knowledgeProvide expertise in resolving complex problemKnowledge of ITSM tools, e.g. Service Manager etcPossess a strong attention to detail and the ability to maintain a high standard of workGood communication and interpersonal skillsPossess high level of personal accountability and ownership of the roleMust be ready to work in rotational shifts and weekend on-call

Minimum Qualification

Minimum 5 Years Of Relevant Experience.

Software Engineering, Information Systems or other Technical degree; additional experience in lieu of degree will be considered