Role Summary:

As a Support Analyst, the candidate would be ensuring the stability and efficiency of our production systems and providing timely support to end-users, especially in the pharma/life sciences domain.

Essential Functions:

1. Incident Management and Root Cause Analysis:

• Respond promptly to production issues, troubleshoot problems, and collaborate with cross-functional teams to implement effective solutions.
• Prioritize and manage the resolution of incidents based on criticality and impact on business operations.
• Conduct thorough root cause analysis for recurring incidents and implement corrective actions to prevent future occurrences.
• Collaborate with development teams to ensure the implementation of permanent fixes.
• Work with the senior analyst to ensure the tasks are completed per the project plan/operations calendar.

2. Monitoring and Maintenance, Adherence to the SLAs:

• Perform system refreshes following Standard Operating Procedures (SOPs) to ensure system integrity and availability.
• Monitor production systems and proactively identify potential issues before they escalate.
• Conduct regular system health checks and implement preventive maintenance measures.
• Ensure adherence to service level agreements (SLAs) for incident resolution and system availability.
• Provide regular status updates to stakeholders during incident resolution processes.

3. User Support:

• Provide technical support to end-users, addressing queries, resolving issues, and ensuring a positive user experience.
• Collaborate with the help desk team to ensure timely resolution of user-reported problems.

4. Change Requests and Service Requests Management:

• Implement and adhere to change management processes, ensuring that changes to production systems are effectively planned, documented, and executed.
• Collaborate with relevant stakeholders to assess the impact of changes on the production environment and mitigate potential risks.
• Collaborate with the help desk team to prioritize and address service requests in accordance with established procedures.
• The roles and responsibilities will continuously evolve basis the project allocation and client requirements.

Additional Functions:

• Invest time in continuous self-learning to keep the technology and domain skills relevant and at par with the latest technology/methodologies within the BI industry.
• Work closely with development, QA, and infrastructure teams to understand system architecture, changes, and updates.
• Maintain accurate and up-to-date documentation of production systems, configurations, and support processes.
• Create 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 the education.

Experience:

• Fresh out of college OR
• 1–2 years of relevant consulting/IT-industry experience working on medium-large scale technology support engagements
  and / OR
• 6 to 12 months of experience in data warehousing/reporting tools like SQL, Power BI, Tableau, MS-Excel, MicroStrategy, Informatica, Python, etc. and / OR
• 6 to 12 months of experience in process excellence, governance, and project management

Skills, Knowledge, Abilities & Key Traits:

• Good verbal and written communication, with appropriate and logical structuring of thought process during discussion/presentation
• Adaptable to changes, capable of handling multiple tasks, and work well under pressure
• Must be proactive, with the required flexibility and ability to think laterally
• Strong analytical and problem-solving skills with a keen attention to detail
• Familiarity with ITIL framework and incident management processes