Support - Support Analyst Mid Support Analyst Mid

Key Responsibilities:

Hypercare Escalations: Efficiently handle day-to-day Hypercare escalations, ensuring timely resolution and minimizing impact on operations.
Dashboard and Alert Review: Regularly review dashboards and alerts to identify potential issues and take proactive measures to address them.
Email Escalations: Field and respond to email escalations promptly, providing clear and concise communication to internal stakeholders and clients.
Triage in Logz/Newrelic: Utilize tools like logz and Newrelic triage to perform basic triage, drawing conclusions from data and logs to troubleshoot and resolve issues.
Collaboration: Work closely with L2 Helpdesk and other cross-functional teams to escalate and resolve complex issues that require higher-level expertise.
Documentation: Maintain comprehensive documentation of incidents, resolutions, and best practices to facilitate knowledge sharing within the team.

Key Requirements and Technology Experience:

Key Skills: Level 3 support/ Tier 3 support, logz /Newrelic triage, Escalations .
L3 Helpdesk Skillset: Possess a strong L3 Helpdesk skillset with the ability to troubleshoot and resolve issues effectively.
Analytical Skills: Demonstrate strong analytical and problem-solving skills, with the ability to draw conclusions from data and logs.
Communication: Excellent communication skills, both written and verbal, with the ability to communicate technical information in a clear and understandable manner.
Team Player: Collaborative attitude with the ability to work well in a team environment and coordinate with various stakeholders.
Technical Proficiency: Familiarity with tools such as logz , Newrelic triage is preferred. Basic understanding of IT infrastructure and systems and also need some python knowledge write some automation scripts.
Adaptability: Ability to adapt to a fast-paced and dynamic work environment, prioritizing tasks efficiently.