Senior Technology Operations Analyst

Morningstar; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Equal opportunity employer

Rotational shifts

Job summary

Morningstar DBRS in Mumbai, India, seeks a Senior Employee Support Analyst to support a range of products and services with a strong ownership mindset. You will work with North America and Mumbai teams to resolve issues, build end-user documentation, and drive product improvements in a technology-first environment.

Key responsibilities include handling complex user inquiries, deploying fixes, and communicating outcomes across stakeholders.

Qualifications

• 3+ years of experience in Application Production L1 & L2 support.
• 2+ years managing applications using .NET, Python, AWS, or JavaScript.
• 2+ years debugging SQL queries and stored procedures in RDBMS.
• Ability to troubleshoot with multiple priorities and work cross-functionally.
• Familiarity with service desk tools (e.g., ServiceNow, Jira).
• Excellent written and verbal communication skills.
• Willingness to work rotation shifts across NA and Australian time zones.

Responsibilities

• Support a diverse set of products and services and assist end-users.
• Research issues, provide timely resolution, and communicate outcomes.
• Convey complex technical information via email, chat, tickets, and calls.
• Build a knowledge base for end-users and support analysts.
• Recommend software improvements to enhance user experience.
• Track and determine resolution approaches for product and data issues.
• Maintain ownership of items in the product ticket queue and provide timely updates.
• Act as subject matter expert and evangelize product value.
• Think strategically to understand client requirements and manage projects.

Education

Bachelor's degree in computer science or related field

Tools

.NET

Python

AWS

JavaScript

Job description

As a Senior Employee Support Analyst, you will support a diverse set of Products and Services within anagile cross-functional product development team. A willingness to take ownership of products running inproduction and providing frictionless experience to end-users is a key part of this role along withproviding feedback and input to help shape the modernizing and building better products. The team ispassionate about keeping our systems modern, reusable, and maintainable. You will be shaping thefuture of Morningstar DBRS's Products and helping to make Morningstar DBRS a technology-first environment. The role will be to work with team members in North America and Mumbai and supportDBRS Morningstar's global offices.

Responsibilities

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users andstakeholders.
• Research to identify issues; provide timely resolution, and communication of outcomes to allappropriate team members.
• Communicate effectively to convey complex technical information, via email, chat, ticketing system andattendance in bridge calls. Understand and educate end-users on complex user experiences.
• Build a knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase supportanalyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues.
• Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive andprovide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matterexpert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and projectmanagement skills

Requirements

• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
• 2+ years of experience of managing applications involving technologies such as.net/ python/ AWS /JavaScript/Any JavaScript framework
• 2+ years of experience debugging SQL Queries and Stored Procedures in a relational databasemanagement system (RDBMS).
• Ability of troubleshooting applications independently with multiple concurrent priorities.
• Ability to collaborate successfully with team members & teams (end users, functional teams, releasemanager, development team)
• Knowledge of Service Level Agreement management, Incident management, Service requesthandling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA ServiceDesk etc.
• Excellent communication skills - verbal, listening, reading, writing
• Availability to work on rotation shifts between NA American & Australian shifts

Qualifications

• A bachelor's degree in computer science or related field

Good to have

• Demonstrated domain knowledge in financial/investment data, and/or analytics
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Morningstar DBRS is an equal opportunity employer