Job Purpose:
Inchcape has recently completed the modernisation phase of its Digital Transformation, and as part of the value phase is looking to develop a first-class Customer Support function to deliver exemplary support across our entire application eco-system. As one of the Analysts of this new internal function, you will own incidents resolution during your shift providing best-in-class round the clock support services to both internal and external customers for all of Inchcape’s digital products.
Duties and Responsibilities:
Must Have
· Should be self-starter and Self learner. Continuous learning and adapting to the dynamic ISS business processes.
· Understand end-to-end product flow and Third-party Integrations. Guide the business users as well as support team.
· Hands on coding experience required (.net core, C#, Microservices) to troubleshoot the reported incidents.
· Understands the pattern of issues and defect trends.
· Reverse engineer the issue to find the root cause.
· Understanding of Grafana and Kibana required to review the application logs and third-party integration errors.
· Should have knowledge on SAAS based application to understand the third-party integrations\issues and drive the SAAS related product issues with vendor, to resolve the issues quickly.
· Should be hands-on in SQL to review SQL Logs, Data issues, Query related issues.
· Should be able right DML statements, Optimize Joins, find out query cost and tune it according to that.
· Should be able to optimize the complex SQL queries, View’s, stored Procedures etc.
· Should be able to generate complex reports from DB.
· Should be strong on ITIL and ITSM.
· Must understand Cloud Environment (AWS like EC2, S3, Lambda, Queue Services etc)
· Deep dive into Product understands the upstream and downstream process to lead to defects.
· Should drive the calls with product teams to bring the defects to closure.
· Should be able to manage P1\P2 calls and provide quick turnarounds to resolve the issue quickly.
· Guide\Train the team on ITIL process to do right prioritization of issues.
· Drive the Automation of the SOPs to reduce the burden on support teams.
· Do continues Improvements and resolving issues by doing proper root cause analysis.
· Strong in Communications is must.
· Identify the Product gaps and work with product team to address the gaps.
· Should posses’ knowledge on Problem management.
· Resolve issues and requests raised by the internal and external customers, ensuring their day job is smooth.
· End to end ownership of incidents including third-party products incidents.
· Create / Update resolution documents as required and take ownership of incident life cycle in ITSM tool.
· Ensure live documentation for all applications supported for both users and other support analysts.
· Capture required data that will feed into the key success measures.
· Handover of pending in progress issues to the support analyst in the next shift.
· Take charge of escalation for any Customer Support incident where required.
· Close collaboration with Product to drive a true DevOps culture, continuously planning for upcoming features and product changes.
· Ensure SRE best practices are followed for both proactive and reactive problem management.
Nice To Have
· SAAS products Knowledge like Eye Share, Unit4, Sedna etc.
· Knowledge on RabbitMQ,
· AWS certification
· ITIL certification
Essential
· Bachelor’s degree in engineering or technology/MCA or equivalent work experience
· Must have working knowledge in agile environment, supporting modern cloud technology applications build on C#, .Net Core Full Stack, SQL Hands on, ITIL and ITSM
· Grafana, Kibana, Logs Monitoring
· Basic of AWS
· Good Commercial alignment / awareness
Desirable
· Kubernetes, containerized Microservices, DevOps, Postgres
· Maritime Industry
· Excellent analytical and troubleshooting skills: ability to dissect complex problems
· Customer Focus
· Communication Skills
· Quick learner
· Strong collaborative and self-driven
· Apply technology to deliver business vision
· Influencing & negotiation skills
· Adaptability and Change
· Data Analysis
· Documentation writing skills
· Total 15+ years in an IT environment and 10+ years in Application Support & Business Analysis on products running on AWS Cloud technologies
· Must have extensive software development experience throughout the career.
· Part of Change or Release management team or Part of Production Support team
· Must have supported multiple products with follow the sun model.
· Use of modern support frameworks and tools.
· Disaster recovery or Business continuity planning experience
· Experience in delivering support services to internal and external customers.
· Must thrive in a fast-paced, time compressed and dynamic environment.