Senior Support Analyst

Your New Role:

•Investigate and resolve L2 Incidents, Service Requests, and Alerts

•Monitor daily batch jobs, data pipelines and real time feeds to ensure seamless data flow

•Coordinate with L 1 support, developers and business analysts for issue escalation and escalation to L3 if needed

•Perform root cause analysis and implement permanent fixes for recurring data issues

•Document incidents, SOPs, troubleshooting guides and knowledge base articles

•Maintain audit trail and compliance documentation as per banking regulations

•Participate in disaster recovery testing, data validation and IT change control processes

•Work in 24*7 support environment with on-call rotation during non-business hours

What will you bring:

• 4-8 years of experience in Technology
• 2+ years in application development and / or support roles
• Support experience in data operations within the banking or financial services domain
• Proficient in SQL, with the ability to write complex queries for data investigation and reporting validation.
• Experience supporting Data Platforms
• Familiarity with ETL/ELT tools and job scheduling tools
• Exposure to real-rime data streaming tools and protocols (e.g. Kafka)
• Experience with monitoring and logging tools (e.g. Splunk, Opensearch)
• Strong problem-solving skills, ability to prioritize under pressure
• Excellent communication and stakeholder management skills
• Excellent documentation and communication skills.
• Strong commitment to quality and auditability
• Must be familiar and an expert user of Service NOW (IT Service Management Tool ITSM ).
• Must be good with people and able to provide guidance under pressure.
• Be able to work with a wide range of stakeholders i.e. Service Delivery, Data and Ops Engineers, Delivery teams and L3 Support
• Must have a base aware of ITIL Framework (IT Information Library) that provides the guidelines for IT Change