Support Analyst

Rotork Controls; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Rotork Controls in Chennai seeks an IT Support Analyst to provide second line application support for business-critical systems. You will diagnose, troubleshoot, and resolve incidents escalated from first-line teams, coordinating with development and infrastructure as needed to keep systems available and secure.

Responsibilities include applying ITIL/ITSM practices, performing root-cause analysis, and documenting runbooks and knowledge articles.

Qualifications

• Proven experience in an IT Support Analyst role or similar.
• Solid understanding of ITIL framework and ITSM best practices.
• Strong analytical and problem-solving abilities.
• Ability to prioritize incidents to meet SLAs.
• Experience documenting Runbooks and Knowledge Articles.

Responsibilities

• Respond to incidents related to applications reported via Service Desk or monitoring systems.
• Diagnose, troubleshoot, and resolve application issues following procedures.
• Escalate complex incidents to appropriate teams or vendors per SLAs.
• Apply and manage application updates and security patches.
• Communicate clearly with end users and guide on using services.
• Maintain ticket records and update stakeholders on status.
• Review operational checks such as batch jobs for reliability.
• Contribute to Service Delivery improvements and cross-area tasks as needed.

Skills

ITIL/ITSM knowledge

Analytical thinking

Problem solving

Incident management

Communication skills

Organizational skills

Multi-tasking

Team collaboration

Tools

Microsoft Dynamics 365

Power Platform

Job description

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

Essential

• 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.

Desirable

• 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.

Required Competencies

• 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.