[New Job Opening] Senior Prod Svcs App Sup Anlyst job Vacancy in Pune, Maharashtra

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Job Details:
Position Name :
Senior Prod Svcs App Sup Anlyst
Pune, Maharashtra
Job ID :
Description :
The candidate possesses or develops “Subject Matter Expertise” on Eagles Platform or Enterprise technology suite.
Candidates must have excellent analytical problem solving skills and have the ability to quickly triage and resolve complex client issues.
Candidate should have a technical background in computer science or equivalent, engineering, with a minimum of 0-5 years of experience in production technical support role.
Experience with Eagle products or other complex integrated systems is a plus and will be added advantage.
Candidates must have a strong work ethic and a desire to learn and grow their business and technical skills.
Knowledge Specialist should also have solid communication skills and be able to effectively correspond with clients, Client Operation Managers, engineers, and Product Owners.
Ready to work in rotational shifts.
Specific job responsibilities may include but are not limited to the following:
Own, investigate, and troubleshoot complex client issues in the Eagle suite, specifically with our platform or enterprise technology related products.Identify, recreate, resolve and/or escalate complex problems. Provide timely solutions or “workarounds” to our clients.Document issue resolutions & best practices contributing to Eagle’s knowledge base.Build solid strategic partnerships with our clients to better understand their technical and business needs.Prioritize issues across our global client base within R&D agile teams work queuesIdentify product gaps or inefficiencies and work with R&D to improve overall product design.Provide knowledge transfer sessions or demos on new products or featuresCollaborate with R&D to develop problem isolation tools, improved logging, and better diagnostics.Publish or review technical documentation on advanced concepts, including development of content for knowledge base articles, white papers, and troubleshooting guides.
The ideal candidate will possess some or all of the following traits:
Strong analytical troubleshooting and mathematical skills.Proven ability to define problems, analyze and resolve complex issues.Experience in Computer Science, engineering, or web services is preferred.Ability to communicate effectively and build relationships with clients, Client Operation Managers, and R&D resourcesStrong critical and strategic thinking skills.Ability to balance multiple client incidents and shift priorities as needed.Ability to work both independently and as part of a team .Strong work ethic and ability to meet deadlines and objectives.Experience with some of the following is preferred: Oracle/MS SQL Server, SQL Queries, relational databases , know about the table commands etc.
Knowledge of Service now or any other ticketing tool and Information Technology Infrastructure Library (ITIL) reference model is preferable.
Flexibility to support Market hours and do some after-hours work when necessary.
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