Support Analyst

About the role

L2 technical support role providing application support to users, troubleshooting system and application-level issues, and collaborating with cross-functional teams to resolve technical problems.

Key responsibilities

• Provide L2 technical support to users on any application related issues
• Troubleshooting and resolving issues in a timely manner, through detailed investigations of system/application-level logs
• Participate in Incident Management and carry out Root Cause Analysis especially on High Severity incidents
• Collaborate with other teams such as BA/PO & Engineering/IT to resolve any issues raised by users
• Monitor system health and key application, database, infrastructure, and downstream service metrics, and promptly identify, investigate, and escalate potential issues
• Perform data patching activities based on user request while ensuring data integrity and quality are in place
• Report generation as required by end users
• Documenting support procedures/lessons-learnt which can be used to improve supportability & operability

About you

• Degree in Computer Science/Information Technology/Software Engineering or related IT fields with strong database background is preferred
• Strong experience in MySQL (>2 years) and MongoDB
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills and able to work with teams in different regions and time zones
• Familiarity with Standard Operational Procedures
• Proficiency in Windows and MS office
• Minimum 1 years of experience in a similar or closely related role