Technical Support Analyst

Job Description

Resolve high-priority Application Support Tickets. Work in close collaboration with Product Management and Product Engineering teams to cater technical needs of end user/customer. Any new process or change to an existing process to be documented and/or creating new SOPs. Perform impact analysis and manual testing. Ensure change management processes are compliant with audit requirements. Ticket customer issues and track them to closure. Perform support functions in rotational shift environment on bi-weekly basis. Comply with additional customer-specific controls, where relevant. Improve processes by ensuring operating procedures are up-to-date and relevant. Enhance application quality by identifying and recommending areas of improvement. Position Schedule Requirements Should be flexible to work in a rotational USA shift timing. (IST 09.30PM to 06.30AM) Candidate should be willing to follow the USA holiday calendar.