Incident & Support Analyst

APEX Analytix; Dadri; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive benefits

Education and tuition assistance

Strong mentor program

Job summary

A leading software solutions provider in India is looking for an Incident & Support Analyst to provide technical support and resolve IT incidents. The ideal candidate should possess strong problem-solving skills and experience in technical support roles, particularly in incident management. Responsibilities include troubleshooting issues, maintaining rigorous documentation, and collaborating with various IT teams. Applicants should have a Bachelor's degree in IT or Computer Science, along with knowledge of ITIL framework and relevant certifications.

Qualifications

• Proven experience in a technical support role.
• Familiarity with incident management processes.
• Excellent communication skills, both written and verbal.
• Ability to work effectively under pressure.
• Relevant certifications (e.g., ITIL Foundation) would be advantageous.

Responsibilities

• Resolve incidents reported by users or detected through monitoring.
• Investigate and diagnose issues to determine the root cause.
• Provide technical assistance to users encountering IT-related problems.
• Maintain records of incidents and contributions to knowledge base.

Skills

Technical support

Problem-solving

Communication skills

Attention to detail

Knowledge of ITIL

Education

Bachelor's degree in Information Technology or related field

Tools

Kubernetes

ITSM software

Job description

At apexanalytix, we’re lifelong innovators! Since the date of our founding nearly four decades ago we’ve been consistently growing, profitable, and delivering the best procure-to-pay solutions to the world. We’re the perfect balance of established company and start-up. You will find a unique home here.

And you’ll recognize the names of our clients. Most of them are on The Global 2000. They trust us to give them the latest in controls, audit and analytics software every day. Industry analysts consistently rank us as a top supplier management solution, and you’ll be helping build that reputation.

As an Incident & Support Analyst, you will be responsible for providing technical support and resolving incidents reported by users or detected through monitoring systems. Your role involves troubleshooting issues, analyzing root causes, and implementing solutions to ensure the stability and reliability of IT systems and services. You will collaborate with various teams to prioritize and address incidents according to defined service level agreements (SLAs).

The Work

• Receive, log, prioritize, and resolve incidents reported by end users or automated monitoring systems.
• Investigate and diagnose issues to determine the root cause of incidents.
• Ensure timely resolution of incidents based on defined SLAs.
• Escalate complex or critical incidents to appropriate teams for further investigation and resolution.

2. Technical Support

• Provide technical assistance and guidance to users encountering IT-related problems.
• Respond to inquiries and troubleshoot issues related to hardware, software, network connectivity, and applications.
• Assist in setting up and configuring new user accounts and devices.

3. Documentation and Reporting

• Maintain accurate records of incidents, including actions taken and their resolutions, in incident management systems.
• Prepare reports on incident trends, service performance, and related metrics.
• Contribute to the development and improvement of knowledge base articles and support documentation.
• Participate in incident post-mortem reviews to identify areas for improvement in processes, systems, or training.
• Proactively identify recurring issues and implement preventive measures to reduce recurrence.
• Collaborate with other teams to implement changes aimed at improving service reliability and efficiency.
• Work closely with other IT teams (e.g., Infrastructure, Development, Security) to ensure effective incident resolution and problem management.
• Share knowledge and best practices with colleagues to enhance overall team capabilities.

The Must-Haves

• Proven experience in a technical support role, preferably in incident management or help desk support and knowledge of Kubernetes environment will be a plus point.
• Strong problem-solving skills with the ability to analyze and troubleshoot complex issues.
• Familiarity with ITIL framework and incident management processes.
• Knowledge of ticketing systems and incident tracking tools.
• Excellent communication skills, both written and verbal, with the ability to interact professionally with users at all levels.
• Ability to work effectively under pressure in a fast-paced environment.
• Attention to detail and a commitment to delivering high-quality service.
• Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft Certified Professional) would be advantageous.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Experience with service desk or IT service management (ITSM) software.
• Understanding of networking concepts and protocols.
• Experience in scripting or automation for troubleshooting tasks.

Over the years, we’ve discovered that the most effective and successful associates at apexanalytix are people who have a specific combination of values, skills, and behaviors that we call “The apex Way”. Read more about The apex Way - https://www.apexanalytix.com/careers/

At apexanalytix we know that our associates are the reason behind our successes. We truly value you as an associate and part of our professional family. Our goal is to offer the very best benefits possible to you and your loved ones. When it comes to benefits, whether for yourself or your family the most important aspect is choice. And we get that. apexanalytix offers competitive benefits for the countries that we serve, in addition to our BeWell@apex initiative that encourages employees’ growth in six key wellness areas: Emotional, Physical, Community, Financial, Social, and Intelligence.

With resources such as a strong Mentor Program, Internal Training Portal, plus Education, Tuition, and Certification Assistance, we provide tools for our associates to grow and develop.