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Lead Analyst, Technical Support

Remote:

Full Remote

Experience:

Senior (5-10 years)

Work from:

India

Offer summary

Qualifications:

Conceptual understanding of OOP, Basic database query skills, Hands-on programming experience, Familiarity with jQuery/Angular/React.

Key responsabilities:

Triage incidents logged by customers
Analyze ticket categories for further action
Coordinate with IT support teams
Document analysis and resolutions clearly

Majesco Large http://www.majesco.com/

1001 - 5000 Employees

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Job description

Job Overview

JOB DESCRIPTION

The Digital1st Triage analyst will be responsible for triaging incidents logged by customers using D1st portals in production. The analyst should analyze the ticket and bucket it in the right category for further analysis.

Digital1st is a next generation platform developed by Majesco to deliver the Digital needs of its Insurance customers. Analyst will be trained on the D1st platform and core systems to equip him with the knowledge to conclude on the analysis.

Roles And Responsibilities

Get into customer calls if needed and capture the exact steps and logs of the issue encountered
Query the error tables in database and get the relevant logs and attach it to the ticket.
Identify and analyze data discrepancies related to the issue and execute data fixes/corrections in compliance with established procedures and guidelines
Analyze the instana traces and figure out the probable steps that the end user executed to get the issue. Analyst will be trained on instana post joining
Bucket the issue in the right category so that issues occurring due to underlying core systems are filtered out.
Work closely with various triage team members, TAM/escalations team members, and IT/Cloud support to resolve issues in a timely manner and escalate more complex problems as needed
Document the analysis, data fixes and resolutions clearly, keeping detailed logs for reporting and auditing purposes. Regularly update the triage team and stakeholders on progress.
Attend SEV1 calls and provide periodic updates.
Provide proper handover incase of working in shifts.
Co-ordinate with Digital 1st Platform team for issue resolution.
Monitoring the application through available tools.
Grooming other team members

Skills & Knowledge

Technical

Essential Skills

Conceptual understanding of Object-Oriented Programming.
Basic database queries
Hands-on programming experience with strong exposure to debugging issues.

Desirable Skills

jQuery/Angular/React
Bootstrap
Experience of integration using platform/tool will be an added advantage
Experience on working with “configuration” driven tools/platforms/framework would be added advantage

Behavioral

Essential Skills