Business Support Analyst

Role Overview: You will be serving as the first line of communication with clients for issues, escalations, global inquiries, and support related to products or services through the ticketing system, mail, and calls. Your responsibilities will also include periodically checking application and system health involving 24x7x365 coverage efforts, correlating multiple monitoring system events and application status, determining severity and urgency of incidents, and ensuring that established communications structures are followed during system impacting events. Additionally, you will be expected to look for improvements and offer recommendations to existing processes and documentation. Please note that as a 24X7X365 organization, shifts, work on holidays, and on-call responsibilities are required. Key Responsibilities: - Serve as the first point of contact for clients regarding issues, escalations, and support - Check application and system health periodically - Correlate multiple monitoring system events for proper diagnosis - Determine severity and urgency of incidents and take necessary actions within defined SLAs - Follow established communication structures during system impacting events - Identify areas for process improvements and offer recommendations - Work in a 24X7 environment on rotational basis Qualification Required: - 3-10 years of experience in global client support - Customer-focused approach with excellent verbal and written communication skills - Understanding of Service Level Agreements and ability to work accordingly to meet and exceed service levels - Good knowledge of structured query language (SQL) for data analysis and troubleshooting - Strong analytical and troubleshooting abilities within defined deadlines - Willingness to learn new technologies to support business needs - Ability to work under pressure and as part of a team - Knowledge of Linux basics and MongoDB queries is an added advantage (Note: Additional details about the company were not provided in the job description.),