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Application Support Analyst

Job Title: Application Support Analyst

Location:  Bangalore

Roles & Responsibilities:


  1. Quality Service and Support :
    1. Ensure a high availability to support and advice our users.
    2. Management of production incidents, problems and requests.
    3. Acknowledgment of the incoming cases, ensure the right qualification, prioritization and resolution reactivity.
    4. Ensure support coverage for users in accordance with Service Level Agreements.
    5. Analyse and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users.
    6. Ensure an accurate and complete tracking of the activity.
    7. Good to have prior experience on HPSM, Service Now or any other production support tool.
    8. Good to have experience debugging issues in web application.


  1. Coordination and Communication :
    1. Strong interpersonal skills, including verbal, written, and listening skills with the ability to influence and lead others.
    2. Self-Starter with the ability to identify, troubleshoot, and skilled in problem solving and decision making.
    3. Proven ability to multi-task, prioritize and attention to detail in a fast paced ever changing environment.
    4. Establishes strong working relationships with team members and across functions.
    5. Ability to communicate with technical and non-technical customers.
    6. Escalate issues and other topics to the right team when needed.
    7. Ensure a good follow-up and understanding of the new features and functionalities.


Qualification, Experience & Skills:

  • Overall 4-6 years’ experience with at least 3+ years in application support roles, specifically into desktop, web and mobile applications
  • B.E. / B.Tech. in Computer Science Engineering or IT.
  • Ability to keep the big picture while focusing on incremental deliverables.
  • Ability to prioritize and find a way forward when presented with constraints.
  • Ability to manage stakeholders.
  • Ability to communicate complex ideas into simple terms
  • Hands on experience in debugging and root cause analysis
  • Knowledge of SQL, RDBMS is essential
  • Knowledge of GDPR, GXP compliance would be preferable
  • Knowledge of German language is preferable
  • Must be a self-starter with a positive attitude, high ethics, and a track record of working successfully under pressure in a time-constrained environment
  • ITIL Foundation / Practitioner / Intermediate certification would be an added advantage.
  • Must be willing to work in second shift i.e. 1:30 PM to 10:30 PM
Job Requisition ID:  197091
Location:  Bangalore SBS
Career Level:  D - Professional (4-9 years)
Working time model:  full-time

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.

Job Segment: Help Desk, Information Technology, Technical Support, Developer, Computer Science, Technology

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