Support Analyst

Rotork; Chennai; Sur place; INR 500 000 - 800 000; Plein temps

Résumé du poste

Rotork is a leading global flow control company based in Chennai, India. We are seeking an IT Support Analyst to manage 2nd line application support for critical business systems.

The role requires deep knowledge of Dynamics 365, ITIL practices, and strong problem-solving skills to ensure high availability and performance across applications. You will liaise between business users and technical teams, handling incidents, implementing updates, and contributing to continuous improvement.

Qualifications

• Proven experience in IT Support Analyst role preferably in a medium to large organisation.
• Strong ITIL framework and ITSM practices knowledge.
• Excellent analytical and problem-solving abilities.
• Ability to prioritize and resolve incidents within SLAs.
• Documentation skills to create Runbooks and Knowledge Articles.
• Expertise in Microsoft Dynamics 365 and related certifications (CRM/ERP) and Power Platform.
• ITIL Foundation or higher certification.
• Experience across diverse technology stacks, bridging legacy and modern platforms.
• Highly organized with strong planning and coordination.
• Effective communication across all levels.
• Inquisitive mindset and willingness to challenge the status quo.
• Ability to multi-task and remain calm under pressure.
• Collaborative team player focused on continuous improvement.

Responsabilités

• Respond promptly to incidents related to Applications reported through the Service Desk or monitoring systems.
• Diagnose, troubleshoot, and resolve application issues per procedures.
• Escalate complex incidents to appropriate teams or third-party vendors per SLAs.
• Implement and manage application updates, ensuring security updates are applied promptly.
• Communicate effectively with end users with clear instructions and guidance on the use of applications services.
• Keep users informed about the status of their support tickets and maintain ticket records.
• Conduct regular reviews of operational checks such as batch jobs.
• Develop skills to support other Service Delivery areas as agreed with your manager; may perform Service Desk duties.
• Assist in conducting root cause analysis and managing problems to prevent recurring issues.

Connaissances

ITIL framework understanding

ITSM best practices

Analytical problem-solving

Incident management

Runbooks & knowledge articles

Microsoft Dynamics 365

Power Platform

ITIL Certification

Dynamics 365 Fundamentals

Vendor collaboration

Communication at all levels

Multi-tasking under pressure

Collaborative team player

Outils

Microsoft Dynamics 365

Power Platform

Service Desk tools

Description du poste

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.
Our purpose is Keeping the World Flowing for Future Generations.

Job Description

The role of IT Support Analyst is to be responsible for 2nd Line Application Support activities. Providing advanced technical support for business-critical applications, ensuring that all incidents that have been escalated from the 1st Line Support teams, or have been raised directly into the 2nd Line queue are resolved promptly. This role acts as a key liaison between the technical teams and the business users, analysing complex issues, applying deep application knowledge and working with development and infrastructure teams, where needed, to maintain high system availability and performance. This role also contributes to continuous improvement by identifying recurring issues and recommending long term solutions using Problem Management and ITIL best practices.

Responsibilities:

• Respond promptly to incidents related to Applications reported through the Service Desk or monitoring systems.
• Diagnose, troubleshoot, and resolve application issues, following agreed procedures.
• Escalate complex or unresolved incidents to appropriate teams or third-party vendor(s) adhering to agreed service level agreements (SLAs).
• Implement and manage application updates, ensuring security updates are applied promptly to mitigate vulnerabilities.
• Communicate effectively with end users, providing clear instructions and guidance on the use applications services.
• Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.
• Conduct regular reviews of operational checks such as batch jobs to ensure they are operational.
• In addition to your primary support area, you may develop skills to support other areas of Service Delivery as defined and agreed with your manager, including local support tasks as required. You may also be required to perform Service Desk duties on occasion.
  Assist in conducting root cause analysis and managing problems to prevent recurring issues.

Qualifications

• Proven experience in IT Support Analyst role preferably in a medium to large organisation.
• Good overall understanding of ITIL framework and ITSM best practices.
• Good analytical and problem-solving skills.
• Good understanding of priorities versus business impact and Incident resolution within required set of SLAs.
• Documentation skills for creation of Runbook / Knowledge Articles, including the ability to produce from scratch.
• Expertise in Microsoft Dynamics 365, with relevant certifications such as Microsoft Dynamics 365 Fundamentals (CRM, ERP), Power Platform.
• ITIL certification (Foundation level or above)
• Work with diverse technology stacks, including bridging the gap between legacy systems and modern platforms.
• Very organised with good planning and coordination skills.
• Ability to interact and communicate well at all levels.
• Inquisitive mindset, not happy to accept the ‘status quo’.
• Ability to multi-task and remain calm under pressure.
• Collaborative team player who continually strives for improvement.