Client Services - Senior Analyst

Bravura Solutions; Gurugram District; On-site; INR 1,500,000 - 2,400,000; Full time

Benefits offered by this job

Flexible working hours

Maternity/ Parental leave

Cab facility in Delhi/NCR

Meal facility available

Free Medical Insurance

Job summary

Bravura Solutions in Gurgaon seeks a Sonata Application Support Sr Analyst to provide frontline client support for the Sonata Administration Platform. The role includes managing the issue lifecycle, analyzing defects, and collaborating with development and consulting teams.

Ideal candidate has 6-10 years of experience, strong SQL and Java, and familiarity with JIRA service desk. You may travel between Bravura offices and client sites as needed.

Qualifications

• Postgraduate or B.E./B-Tech/MCA required.
• 6-10 years of experience in application support or related roles.
• Strong SQL and Java skills with server-side understanding.
• Experience in a helpdesk/JIRA service desk environment.
• Knowledge of SDLC and business analysis or testing is a plus.
• Willingness to travel between Bravura offices and client sites.

Responsibilities

• Analyze and resolve client-reported issues on the Sonata platform.
• Identify faulty software and omissions in functionality; debug as needed.
• Correct data on client databases and fix configuration faults.
• Respond to service requests and product defects within SLAs.
• Route defects to appropriate Bravura teams and track progress in JIRA.
• Coordinate software releases and communicate status to clients.
• Maintain data integrity in JIRA Service Desk and assist with incidents.
• Attend client meetings to discuss incident management and support processes.

Skills

SQL

Java

Customer service

Incident management

Change management

Education

Postgraduate or B.E./B-Tech/MCA

Tools

Jira Service Desk

Oracle DB

Eclipse

Hibernate

Web Services

Job description

Bravura’s Commitment and Mission

At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture.

Bravura’s Commitment and Mission

At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture.
As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that support our clients to achieve financial security and prosperity for their customers.

About The Role

The Sonata Application Support Sr Analyst will be providing front line support for Bravura Solutions clients using the Sonata Administration Platform. In addition, the Sonata Support Sr Analyst will have responsibility for managing the client issue lifecycle; the analysis, replication and testing of identified defects with a solution-oriented approach; and escalating requests to the appropriate development and consulting teams.

What You’ll Do

• The analysis and resolution of issues raised by Clients including
• Identification of faulty software and omissions in functionality (debugging code where necessary)
• Correction to data where required on client databases
• Correction of problems caused by incorrect use of application functionality
• Correction of system configuration faults
• Actively responding to clients relating to service requests and product defects.
• Respond to client queries and incidents as per defined service level agreements.
• Routing defects, service requests or enhancements to the appropriate teams within Bravura as required.
• Ensuring severity, impact and risk of incidents is understood and escalated to management if required.
• Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
• Facilitate and attend client meetings to discuss incident management and support processes
• Recording and maintaining the integrity of data within the JIRA Service Desk system.
• Assist with software release co-ordination to clients.
• Escalating issues which will affect other clients.
• Technical housekeeping and administration

Unleash your potential

To be successful in this role, your background and experience will include:

• Any Postgraduate or B.E./B-Tech/MCA
• 6-10 years of experience
• A good understanding of best practice application development methodology, together with:
• An excellent working knowledge of SQL language
• Ability to develop basic application code using a modern object-based language
• Working knowledge of Microsoft Office
• A basic understanding of service delivery processes i.e.
• Incident management
• Problem management
• Change and Configuration management
• Experience within a helpdesk/JIRA service desk environment.
• Knowledge of software development lifecycle.
• Experience in business analysis, consulting or system testing role.
• Experience in providing consultancy and support to clients.
• Whilst the role will be predominantly based in Gurgaon, the ability to travel between Bravura offices and Client sites may be required

Technical

• Excellent working knowledge of Core Java, including the Eclipse Development Platform
• Excellent working knowledge of popular Java frameworks such as Hibernate, JSP/JSF and web services.
• Troubleshooting and debugging capabilities/techniques
• Proven knowledge of databases, to include solid experience of SQL preferable on Oracle Database
• Good to have Java Certification
• Cloud exposure AWS or Azure

Personal

• Requirement of working in rotational shifts General, UK (2:30 PM – 11:30 PM) and occasionally night shift
• Excellent spoken English
• Excellent oral and written communication skills with the ability to distinguish between business and technical audiences
• Proven aptitude with regards to good customer service skills
• Ability to multi-task, prioritize workload and work under pressure
• Ability to work unsupervised, managing goals and deliverables
• Demonstrated Solution based problem solving skills
• Excellent team and interpersonal skills
• Prior knowledge of working on Application Support model will be a plus
• Knowledge of the financial service industry preferably Wealth Management or Superannuation products will be a plus

Working at Bravura

• Competitive salary and employee benefits scheme.
• Flexible working hours, we value work-life balance.
• Maternity/ Parental (including secondary) leave policy.
• A cab facility is available in Delhi/NCR.
• Meal facility available
• Free Medical Insurance

So, what’s next?

We make hiring decisions based on your experience, skills and passion so even if you don’t match every listed skill or tick all the boxes, we’d still love to hear from you.

Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.

All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.