2 Zohodesk Jobs

REF70513W_2025147668 - Senior Program Analyst - WTS - Application Support - Retail Media Exp Mandatory The Frontline Product Support team provides L1 & L2 support for multiple critical applications. This role involves addressing issues reported or escalated by users or the Level 1 support team, monitoring applications for potential problems, and proactively resolving them. You will manage high-severity incidents, either independently or in collaboration with other teams, to ensure swift and effective resolution. Operating in a 24x7 environment, the team offers continuous support across all time zones, ensuring the reliability and stability of essential applications. Key Responsibilities: Diagnose, troubleshoot, and resolve complex issues across systems and applications. Managing daily workload to users receive the best possible service, always being aware of SLA s and issues impacting live services. Delivery of L1 and L2 application support services to client users to agreed Service Level Agreements. Manage high-severity incidents, minimizing downtime and coordinating with key stakeholders. Demonstrate strong problem-solving skills to diagnose and fix complex issues across various systems and applications. Ability to perform deep dives into logs, databases, and system metrics to determine the underlying cause of issues. Perform proactive monitoring and address alerts before escalation. Utilize monitoring tools to predict and prevent potential issues. Perform in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes. Collaborate effectively with other teams, such as development, operations, and L3 support to resolve complex issues or deploy fixes. Engage with customers for in-depth technical discussions, particularly in resolving complex issues. Participate in post-mortem reviews to help improve future incident response. Maintain and update runbooks and troubleshooting documentation. Explain technical issues and resolutions clearly to non-technical stakeholders. Handle multiple tickets and incidents concurrently, especially during critical situations. Required Skills & Qualifications: Strong understanding of retail media support services and workflows. Excellent troubleshooting and analytical skills for diagnosing complex issues. Experience in ITIL-based support environments with strict SLA/OLA adherence. Experience in delivering exceptional, customer focused and service driven support delivery. Proficiency in ticketing systems like JIRA, ServiceNow, and ZohoDesk. Advanced SQL skills and experience with database tools (Oracle, PostgreSQL, SQL Developer, pgAdmin). Basic knowledge of IIS, Linux, and Windows server environments. Familiarity with cloud platforms (Azure, Google Cloud). Strong communication skills to explain technical details to non-technical audiences. Ability to work in 24x7 shifts, including night shifts and on-call rotations. Hands-on experience with monitoring tools such as Grafana, New Relic, and App Dynamics. Self-motivated, autonomous, detail oriented, passionate about delivering high quality services. Good general understanding of Retail Media platforms and products.

Role & responsibilities (US Shift: 6:30 Pm to 3:30 AM) Provide second and third tier (L2, L3) product support via email & online web tools. Open and handle multiple support tickets daily. Ability to troubleshoot the tickets to determine the root cause of problems in a timely manner. Any third tier (level-3) issues must be ticketed and prioritized along with the development analysis team. Must have mentored or managed a few team members. Ability to take up the responsibilities and assign the work to team. Open tickets must be followed-up and closed in a timely manner. Write and communicate on customer tickets in a timely manner is a MUST. Access the customer specific servers as part of any issues being reported or as part of any S.O.P Interacting with 3rd party vendors such as Clearinghouses, Vendors and Payers in resolving issues. Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets; Develop Product Knowledge base to use internally and a FAQ; Should have good analytical skills and problem solving skills. Perform other related duties as assigned. Preferred candidate profile Bachelors or Masters (Computer Science / Electronics / Electrical / IT / Computer Applications / Software Engineering). 4 to 6 years of related work experience required. Previous product support experience from an EMR / PMS / Medical Billing / RCM company / Healthcare industry is a plus. Willing to work on US Shift (6:30 PM to 3:30 AM) Strong working knowledge of Microsoft Office and Outlook, Internet is a must. Working knowledge of Database programming (SQL scripts), any interactive SQL tool to access database tables and MS Excel analytics is a must. Working knowledge of Windows Server, Application Server (JBOSS, WildFly), DBMS (PostgreSQL) & knowledge of SOAP, XML, JSON is added advantage. Working knowledge of one or more Medical Billing / Practice Management System (PMS) / Electronic Medical Records (EMR) software is a plus. Good interpersonal skills; well organized, detail oriented; multitasking; strong oral and written communication skills; previous experience in conducting basic troubleshooting of software via email, online web tools and phone; ability to mentor and assign and manage tasks for others. Perks and benefits Health insurance, PA Insurance, Term Insurance, Food, Paid time off, Birthday leave, Good work culture, Ground to learn, Birthday perks.