Support Analyst

Responsibilities:

· Provide L2 technical support to users on any application related issues

· Troubleshooting and resolving issues in a timely manner, through detailed investigations of system/application-level logs

· Participate in Incident Management and carry out Root Cause Analysis especially on High Severity incidents

· Collaborate with other teams such as BA/PO & Engineering/IT to resolve any issues raised by users

· Monitor system health and key application, database, infrastructure, and downstream service metrics, and promptly identify, investigate, and escalate potential issues.

· Under strict Governance with proper controls in place, perform data patching activities based on user request while also ensuring data integrity and quality are in place

· Report generation as required by end users

· Documenting support procedures/lessons-learnt which can be used to improve supportability & operability

Requirements:

· Degree in Computer Science/Information Technology/Software Engineering or related IT fields with strong database background is preferred

· Strong experience in MySQL (>2 years) and MongoDB

· Strong analytical and problem-solving skills

· Excellent verbal and written communication skills and able to work with teams in different regions and time zones

· Familiarity with Standard Operational Procedures

· Proficiency in Windows and MS office

· Experience in Database Management Tool (added advantage)

· Familiarity with AWS (added advantage)

· Familiarity with Linux (added advantage)

· Experience in Python programming (added advantage)

· Knowledge in Patch Management (added advantage)

· Minimum 1 years of experience in a similar or closely related role is expected to demonstrate competency

All job applicants will be treated with strict confidentiality.