Support Analyst - CX6

5 - 10 years

7 - 12 Lacs

Posted:-1 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Detail-oriented IT Application Support Analyst with

5+ years of experience

providing Tier 2 and Tier 3 support for critical business applications. Proven expertise in investigating, troubleshooting, and resolving complex software issues. Highly skilled in

SQL database queries, AWS and AZURE environments to anayze data

,

replicating bugs

for development teams, and managing the incident lifecycle in

Jira

. Serves as a key liaison between non-technical business users and development teams, ensuring clear communication and rapid resolution of all application-related incidents.
  • Cloud Platforms :

    AWS , Azure , GCP
  • Database:

    SQL , Postgre , Aurora , Mongo DB , Redis
  • Logging/Monitoring:

    Splunk, Appdynamics , Cloud Watch
  • Operating Systems:

    Windows Server, Linux (especially for checking logs or services).
  • Scripting:

    Python , .NET , Java
  • API Testing:

    Postman, SoapUI (for troubleshooting integrations).

Process & Soft Skills

  • Ticketing Systems:

    Jira

    (very common)and Zendesk.
  • Problem-Solving:

    Root Cause Analysis (RCA), logical deduction, bug replication.
  • Communication:

    Acting as a "translator" between business/users and technical/dev teams.
  • Documentation:

    Creating and maintaining knowledge base (KB) articles, SOPs, and user guides.
  • Methodologies:

    ITIL (Incident, Problem, Change Management), basic understanding of Agile/SDLC.

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