Associate Client Server Software Analyst

Global Payments Inc.; Pune District; On-site; INR 360,000 - 480,000; Full time

Job summary

Global Payments Inc. in Pune, India is seeking an Applications Support Associate to join our team. You will provide Level 1/2 support for business applications, investigate issues, and assist in incident resolution.

The role requires 0-2 years of experience and a basic understanding of Windows, SQL, .NET, IIS, and networking. You will work with business users and technical teams, document resolutions, and look for opportunities to automate and improve processes.

Qualifications

• 0-2 years of experience in application support.
• Basic understanding of Windows Operating Systems.
• Working knowledge of SQL for querying and data validation.
• Understanding of web-based applications and .NET architecture.
• Basic knowledge of IIS and application troubleshooting.
• Networking fundamentals (DNS, ports, connectivity, HTTP/HTTPS).
• Familiarity with cloud environments and hosted applications.
• Knowledge of incident management and service request processes.
• Basic understanding of monitoring and alerting concepts.

Responsibilities

• Provide Level 1/Level 2 support for business applications.
• Investigate and troubleshoot application, database, and system issues.
• Participate in incident bridge calls and assist in service restoration.
• Handle user incidents, service requests, and operational queries.
• Collaborate with development, infrastructure, database, and other support teams.
• Monitor application health and respond to alerts.
• Document resolutions, troubleshooting steps, and operational procedures.
• Escalate issues appropriately and provide timely updates to stakeholders.
• Identify opportunities for process improvements and automation.
• Continuously learn application functionality and supporting technologies.

Skills

Communication

Analytical thinking

Troubleshooting

Prioritization

Team player

Tools

SQL

PowerShell

Python

IIS

Azure

AWS

Monitoring tools

Observability

.NET architecture

Job description

Summary of This Role

Mandatory Skills

Technical Skills

• 0-2 years of experience in application support.

• Basic understanding of Windows Operating Systems.

• Working knowledge of SQL for querying and data validation.

• Understanding of web-based applications and .NET application architecture.

• Basic knowledge of IIS and application troubleshooting.

• Understanding of networking fundamentals (DNS, ports, connectivity, HTTP/HTTPS).

• Familiarity with cloud environments and hosted applications.

• Knowledge of incident management and service request processes.

• Basic understanding of monitoring and alerting concepts.

Soft Skills

• Strong verbal and written communication skills.

• Good analytical and troubleshooting abilities.

• Ability to work effectively with business users and technical teams.

• Willingness to participate in bridge calls and incident resolution activities.

• Strong ownership and accountability for assigned tasks.

• Ability to manage multiple priorities in a fast-paced environment.

• Team player with a positive learning attitude.

Process Knowledge

• Basic understanding of ITIL/ITSM processes.

• Experience handling incidents, service requests, and user issues.

• Ability to document findings, resolutions, and operational procedures.

Good to Have Skills

Technical Skills

• Knowledge of PowerShell or Python scripting.

• Exposure to cloud platforms (Azure, AWS, etc.).

• Knowledge of application monitoring and observability tools.

• Understanding of Site Reliability Engineering (SRE) concepts.

• Familiarity with automation tools and process improvement initiatives.

• Exposure to performance monitoring and log analysis tools.

Process & Operational Skills

• Understanding of operational metrics such as SLA, MTTD, and MTTR.

• Knowledge of reporting and audit processes.

• Experience creating knowledge articles and support documentation.

Key Responsibilities

• Provide Level 1/Level 2 support for business applications.

• Investigate and troubleshoot application, database, and system issues.

• Participate in incident bridge calls and assist in service restoration.

• Handle user incidents, service requests, and operational queries.

• Collaborate with development, infrastructure, database, and other support teams.

• Monitor application health and respond to alerts.

• Document resolutions, troubleshooting steps, and operational procedures.

• Escalate issues appropriately and provide timely updates to stakeholders.

• Identify opportunities for process improvements and automation.

• Continuously learn application functionality and supporting technologies.