Role Summary:

As a Senior Support Analyst, you will play a critical role in ensuring the stability and efficiency of our production systems, focusing on delivering expert support to end-users, particularly in the pharma/life sciences domain. In addition to your current responsibilities, you will lead incident management, root cause analysis, system monitoring, and contribute to the continual improvement of support processes.

Essential Functions:

1. Advanced Incident Management and Root Cause Analysis:

• Lead the response to high-priority production issues, working closely with cross-functional teams to implement timely and effective solutions.
• Conduct detailed root cause analysis for recurring incidents, collaborating with development teams to deliver permanent solutions.
• Utilize ITIL-compliant processes for Incident and Problem Management, ensuring efficient and structured resolution.
• Ensure that all tasks and projects are completed according to the project plan/operations calendar.

2. Proactive Monitoring and Maintenance, Adherence to the SLAs:

• Proactively identify and address potential issues in production systems before escalation.
• Lead regular system health checks and implement preventive maintenance measures.
• Ensure strict adherence to SLAs for incident resolution and system availability.
• Provide leadership in communicating regular status updates to stakeholders during incident resolution processes.

3. User Support Leadership:

• Provide advanced technical support to end-users, handling complex technical queries and ensuring excellent user satisfaction.
• Collaborate with the help desk and ticketing management teams to guarantee timely and accurate resolution of user-reported problems.
• Manage and optimize ticketing workflows using industry-standard ticket management tools such as ServiceNow, JIRA, or Remedy.

4. Mentor Junior Members:

• Mentor and provide constructive feedback to junior team members to positively influence the personal and professional growth of the mentee.
• Coach junior team members with the relevant tools, technologies, and domain.
• Support in recruitment and onboarding of new associates within the organization under the guidance of the immediate lead.

5. Change Requests and Service Requests Management:

• Oversee the management and execution of Change and Service Requests, ensuring adherence to ITIL-based Change Management processes.
• Collaborate with stakeholders to evaluate the impact of changes on the production environment and mitigate associated risks.
• Lead the planning, documentation, and execution of Change and Service Request processes, ensuring a seamless transition.
• The roles and responsibilities will continuously evolve based on the project allocation and client requirements.

Additional Functions:

• Invest time in mentoring and continuous learning to keep technology and domain skills current within the BI industry.
• Lead collaborative efforts with development, QA, and infrastructure teams to understand and implement system architecture changes and updates.
• Take a lead role in maintaining accurate and up-to-date documentation of production systems, configurations, and support processes.
• Oversee the creation of knowledge base articles and training materials to empower end-users and support team members.

Candidate’s Profile
Essential Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field with minimum 60% marks throughout education.

Experience:

• 3–5 years of relevant consulting/IT-industry experience working on medium-large scale technology support engagements
• 1–2 years of experience in data warehousing/reporting tools like SQL, Power BI, Tableau, MS-Excel, MicroStrategy, Informatica, Python, etc. and / OR
• 1–2 years of experience in process excellence, governance, and project management
• Experience of managing/mentoring 2–3 team members while providing necessary mentorship/guidance for the team’s growth
• Hands-on experience with ITIL processes, including Incident, Problem, and Change Management.

Skills, Knowledge, Abilities & Key Traits:

• Strong knowledge of ITIL processes and best practices for Incident, Problem, and Change Management.
• Proficient in ticket management tools like ServiceNow, JIRA, or Remedy, with a strong understanding of ticket workflows and escalation procedures.
• Excellent communication skills, both verbal and written, with a logical and structured approach during discussions and presentations.
• Ability to multitask and work effectively under pressure, adapting quickly to evolving business needs.
• Expertise in incident resolution, root cause analysis, and managing complex technical issues.
• Capable of developing and maintaining detailed process and procedural documentation to ensure consistency in service delivery.
• Strong leadership and mentorship skills, with the ability to develop team capability and foster a collaborative work environment.