About The Role
The
Sonata Application Support Senior Analyst
will provide frontline support to Bravura Solutions clients using the Sonata Administration Platform. The role involves managing the full client issue lifecycle, including analysis, replication, and testing of reported defects, while maintaining a solution-focused approach. The analyst will also be responsible for escalating requests to the relevant development or consulting teams as needed.
What You ll Do
- Analyze and resolve client-reported issues, including:
-Identifying software defects or missing functionality (debugging code when necessary).
-Performing data fixes on client databases as required.
-Resolving issues arising from incorrect application usage.
-Addressing system configuration errors.
- Proactively manage and respond to client service requests and product defect reports.
- Handle client queries and incidents in line with defined SLAs.
- Route defects, service requests, and enhancement requests to the appropriate teams within Bravura.
- Assess the severity, impact, and risk of incidents, escalating to management where necessary.
- Monitor, track, and review incident progress while keeping clients informed.
- Facilitate and participate in client meetings focused on incident management and support processes.
- Record and maintain accurate data within the JIRA Service Desk system.
- Assist with client software release coordination.
- Perform technical administration and housekeeping tasks.
- Regularly review SLAs for assigned tickets to ensure timely responses.
- Monitor aging and on-hold tickets, ensuring proper client communication.
- Escalate capacity or capability challenges to the respective Squad Lead.
Unleash your potential To be successful in this role, your background and experience will include:
B.E./B.Tech/MCA 5 8 years in application development, support, or consulting
Technical Skills
Strong knowledge of SQL
(preferably Oracle) and databases Hands-on experience with Core Java
, Eclipse IDE, and frameworks like Hibernate, JSP/JSF, and Web Services Ability to write/debug application code in modern object-oriented languages Familiarity with software development lifecycle
and service delivery processes (Incident, Problem, Change, Configuration Management) Experience working with Helpdesk/JIRA Service Desk
environment Java Certification (good to have)
Professional Skills
troubleshooting and debugging
Excellent oral and written communication skills
; able to interact with both business and technical stakeholders Customer-centric mindset with proven service skills Ability to multi-task, prioritize, and work under pressure
with minimal supervision
Other Details
Flexibility to work in rotational shifts
(General, UK, occasional night shift) Based in Gurgaon
, with occasional travel to Bravura offices or client sites Knowledge of the financial services industry
(Wealth Management/Superannuation) is a plus Prior experience in Application Support
roles will be advantageous So, what s next We make hiring decisions based on your experience, skills and passion so even if you don t match every listed skill or tick all the boxes, we d still love to hear from you.
Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.
All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
