Project description

We are seeking a Support Analyst to bridge the gap between software engineering and technical support. This role involves driving the resolution of complex issues, managing escalations, and developing automation to minimize manual diagnostics.

Responsibilities

Resolve complex, high-impact bugs, JVM/memory leaks, and database performance bottlenecks.

Develop internal scripts or tools to automate diagnostics and accelerate time-to-resolution.

Serve as the primary technical liaison among product, engineering, and client teams.

Coach and guide Engineers and Service Management staff.

Identify requirements and design solution architectures to meet them.

Analyze solutions and processes to recommend simplifications, including within Service Management.

Troubleshoot software and infrastructure issues using tools and by debugging large codebases (GitHub, Kubernetes).

Enhance team operations by integrating best practices.

Launch new features or re-architect existing ones, balancing technology with business value.

Maintain coding and Service Management standards.

Write detailed documentation and runbooks to enable client self-service and improve team efficiency.

Identify and assess new technologies for potential adoption.

Skills

Must have

The role demands 5 to 7 years of experience in Application and Infrastructure Support, Incident Management, and Cloud Operations, with a strong grasp of IT Service Management (ITSM) processes. The candidate will ensure application uptime and drive system performance improvements, especially in banking-related environments.

Banking domain exp is required.

Hard skills include:

Managing the Software Development Life Cycle and Service Management activities such as Incident, Problem, Change, Configuration, Availability, and IT Continuity Management.

Proficiency in one or two technology stacks, preferably .NET, with the ability to adapt swiftly to new technologies.

Solid knowledge of service management practices, scripting, packaging tools, and programming in multiple software languages.

Experience in object-oriented design and analysis.

Practical experience designing interactive applications, automation, or service management solutions.

Advanced expertise in relational databases and SQL.

Soft skills and competencies involve:

Applying technical knowledge effectively to maintain operational stability.

Strong problem-solving capabilities to optimize system performance.

Adaptability to evolving technologies and changing business requirements.

Experience with system performance monitoring, tuning, and continuous improvement of monitoring and alerting.

Proactive identification and resolution of security vulnerabilities.

Integration of software or solutions with existing systems.

Practical understanding of the DevSecOps model.

Technology stack:

Cloud & Infrastructure: AWS, Azure, GCP, Kubernetes, Docker.

Languages & Frameworks: Java, Python, C#, React, Angular, REST APIs.

Tools: Jenkins, Azure DevOps, GitHub, CI/CD pipelines.

Databases: Oracle, SQL, PL/SQL, MongoDB, PostgreSQL

Nice to have

AI, cloud, and emerging technologies to drive digital transformation,

Knowledge of or experience in lending domain will be an added advantage.

Mastery in engineering tools applicable to the specialization (including but not limited to various development tool suites,

Other

Languages

English: C2 Proficient

Seniority

Regular

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