Senior Analyst Software Support

Company Overview:

Bridgenext is a digital consulting services leader that helps clients innovate with intention and realize their digital aspirations by creating digital products, experiences, and solutions around what real people need. Our global consulting and delivery teams facilitate highly strategic digital initiatives through digital product engineering, automation, data engineering, and infrastructure modernization services, while elevating brands through digital experience, creative content, and customer data analytics services.

Don't just work, thrive. At Bridgenext, you have an opportunity to make a real difference - driving tangible business value for clients, while simultaneously propelling your own career growth. Our flexible and inclusive work culture provides you with the autonomy, resources, and opportunities to succeed.

Position Description:

We are looking for a talented and experienced Senior Analyst Software Support to join our team in Pune.

Responsibilities:

Conduct initial issue analysis, reproduce problems in a controlled environment, and examine error logs to identify root causes

Offer functional assistance to end-users, resolving software-related issues, addressing inquiries, and troubleshooting problems

Monitor and uphold the performance, reliability, and availability of applications

Collaborate with cross-functional teams to detect and resolve software defects and system errors

Perform thorough testing and quality assurance of software applications

Create documentation for support procedures, system configurations, and issue resolutions (knowledge base) for future reference

Provide training to end-users on proper application usage and offer ongoing support and guidance

Support deployment activities and provide post-deployment monitoring

Continuously assess support processes and procedures (SOP), identifying areas for improvement, and implementing best practices to enhance support operations' efficiency and effectiveness

Ensure compliance with Service Level Agreements (SLAs) by monitoring response and resolution times, tracking performance metrics, and implementing corrective measures as needed

Resolve application-related incidents by troubleshooting, conducting root cause analysis, and escalating when necessary, minimizing downtime and disruptions to client operations

Identify opportunities to improve processes within the application support function. Proactively propose and implement enhancements to streamline support processes, increase efficiency, and enhance customer satisfaction

Must Have Skills:

Ready to work in 24*7 shifts on rotation

Ready to work from the office

Bachelor's degree in a relevant field or equivalent experience

Proven experience in application support, preferably in a SaaS environment

Experience in the logistics domain (preferable) with international client support

Excellent communication skills, both written and verbal, with the ability to effectively interact with clients, team members, and senior management

Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously

Experience in incident management, problem-solving, and root cause analysis

Proficiency in using support management tools and reporting systems

Flexibility to work in shifts and provide after-hours support when required

Basic understanding of Cloud and Kubernetes

Preferred Skills:

Familiarity with ITIL framework and its application in support operations is a plus

Professional Skills:

Solid written, verbal, and presentation communication skills

Strong team and individual player

Maintains composure during all types of situations and is collaborative by nature

High standards of professionalism, consistently producing high quality results

Self-sufficient, independent requiring very little supervision or intervention

Demonstrate flexibility and openness to bring creative solutions to address issues