Senior Analyst (Service Desk)

Senior Analyst -ServiceDesk (Application Operations)

Location:

Working Model:

What You’ll Do

• Responsible for production application support working closely with internal teams and external teams and customers.
• Proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way
• Log Analysis (Ex: Code Log, Access Log, Server Log)
• Identify areas for automation
• Monitor alerts –Disk, CPU usage, Load balancer, Web monitor etc.
• Runtime incident calls.
• Reports, SQL queries execution for business and engineering teams,
• External partner co-ordination, end-to-end
• Requires experience in supporting enterprise application in production systems.
• Experience in handling Production Deployment
• Production Run-book and RCA updates
• 24x7 production queue management and support
• Ready to work in Night shift (Rotational basis)
• Actively participate in MIM and Change management calls.
  

What To Have For This Position.

Must have Skills

• Total Experience of 4 to 6 Years and having application or production support for banking or insurance domain.
• Excellent SQL, ORACLE, UNIX (Grep, SED, AWK, VI editor etc) skills.
• Good troubleshooting skills – ability to scan through multiple application log files to understand root cause
• Ability to triage the incidents and provide the initial investigation and the details.
• Working experience of any monitoring tools like Autosys, Control M, Crontab.
• Knowledge and experience of working with any one ticketing tool (JIRA, SNOW)
• Good Analytical and problem-solving skills with Strong interpersonal, facilitation skills along with effective communication (both written and verbal) skills
• Ability to co-ordinate/initiate calls especially on P1 and P2 Issues
• Excellent communication and documentation skills
  

Key Skills

• Application support experience is must &should have Sql (experience in writing DDL, DML, Subqueries, Joins) and knowledge in basics of Unix commands.
• ITIL knowledge is must.
• Batch processing and Monitoring tools: Autosys, Control M, Crontab etc
• Ticketing tools: service now and JIRA
• Decent hands on experience in at least one scripting technology – Python, PowerShell, Ansible
• Basic knowledge of networking monitoring – Good to have
• Windows administration Basics knowledge – Good to have
• Insurance Domain – Good to have
  

About Sapiens

Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.

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