Customer Support Analyst

Position Title / Level: Customer Support Analyst (Level 2 Support)

Experience: 3–5 Years

Notice Period: Immediately to 15 days

Location: Bangalore / Hyderabad (Hybrid)

Shift Timings: 2:00 PM – 10:00 PM IST; Night shifts on a rotational basis on demand (1 week in a month)

Experience

• 1–3 years' work experience in Service Delivery in a large-scale cloud environment with focus on request fulfilment, incident response, escalation procedures, problem management, and knowledge management while adhering to service-level objectives.
• Handling Level 2 functional and technical support to resolve issues, including diagnosing and in-depth, complex troubleshooting of application issues while working with client teams and, when necessary, end users.
• Serves as a primary point of contact for client escalations.
• Product-oriented support experience.
• Triaging incoming requests (via ServiceNow) and, where needed, escalating to SRE and Application Support (L3/L4) teams.
• Creating and analyzing reports in ServiceNow and/or Power BI detailing application usage by end users, ticket volume, incident resolution, SLA adherence, trend analysis, and other related ITIL-based metrics.
• Creating, updating, and managing support process documentation and knowledge base articles.
• Strong domain and functional knowledge of multiple software applications to aid in functional and technical support.
• Managing multiple conflicting deadlines, competing priorities, and customer expectations.
• Experience with ITIL service management principles.
• Experience promoting an Agile and DevOps culture.
• Displays a sense of ownership, liaison, and relationship building between cross-functional teams.
• Strong communication skills – verbal, professional writing, and presentation skills.
• Organizing and prioritization skills are a MUST.

Top Skills for Application Technology

• .NET
• Agile
• Scrum (CSP, CSPO)
• Application Architecture
• ADO
• Basic Azure
• Database Schema Management (e.g., DB Deploy, Flyway)
• DevOps Technologies (e.g., Jenkins, SonarQube, Git, Docker, etc.)
• Integration Architecture

Must Have Skills

• ServiceNow
• Power BI
• ITIL Service Management
• Incident Management
• Request Fulfilment
• Problem Management
• Knowledge Management
• Level 2 Functional & Technical Support
• Application Troubleshooting
• SLA Management
• Agile
• DevOps
• Strong Communication Skills
• Documentation & Knowledge Base Management
• Organizing & Prioritization Skills