Application Support Analyst

Inchcape Shipping Services; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a dedicated Analyst to enhance its Customer Support function. In this role, you will provide top-notch support for digital products, ensuring seamless operations for internal and external customers. Your expertise in .NET Core, C#, and SQL will be crucial as you troubleshoot incidents and optimize processes. With a focus on collaboration and continuous improvement, you'll drive automation and guide support teams in adhering to best practices. Join a forward-thinking company committed to delivering exceptional service and innovation in a dynamic environment.

Qualifications

• 15+ years of IT experience with 10+ years in application support.
• Hands-on coding experience in .NET Core and C#.
• Strong understanding of ITIL and ITSM frameworks.

Responsibilities

• Provide round-the-clock support for digital products.
• Own incident resolution and manage P1/P2 incidents.
• Collaborate with product teams to promote a DevOps culture.

Skills

C#

.NET Core

SQL

ITIL

AWS

Analytical Skills

Communication Skills

Troubleshooting

Education

Bachelor's degree in Engineering or Technology

Tools

Grafana

Kibana

RabbitMQ

Kubernetes

Job description

Job Purpose:

Inchcape has recently completed the modernisation phase of its Digital Transformation. As part of the value phase, it aims to develop a first-class Customer Support function to deliver exemplary support across its entire application ecosystem. As one of the Analysts in this new internal function, you will own incident resolution during your shift, providing best-in-class, round-the-clock support services to both internal and external customers for all of Inchcape's digital products.

Duties and Responsibilities:

Must Have

• Be a self-starter and self-learner. Continuously learn and adapt to the dynamic ISS business processes.
• Understand end-to-end product flow and third-party integrations. Guide business users and support teams.
• Hands-on coding experience (.NET Core, C#, Microservices) required to troubleshoot reported incidents.
• Identify patterns of issues and defect trends.
• Reverse engineer issues to find root causes.
• Understand Grafana and Kibana to review application logs and third-party integration errors.
• Knowledge of SaaS-based applications to understand third-party integrations/issues and coordinate with vendors for resolution.
• Proficiency in SQL to review logs, data issues, and queries.
• Ability to write DML statements, optimize joins, analyze query costs, and tune queries.
• Experience in optimizing complex SQL queries, views, stored procedures, etc.
• Ability to generate complex reports from databases.
• Strong understanding of ITIL and ITSM frameworks.
• Understanding of Cloud environments (AWS services like EC2, S3, Lambda, Queue Services).
• Deep understanding of product upstream and downstream processes to identify defects.
• Lead defect resolution calls with product teams.
• Manage P1/P2 incident calls and ensure quick resolutions.
• Guide and train support teams on ITIL processes for proper issue prioritization.
• Drive automation of SOPs to reduce support team workload.
• Continuously improve processes through root cause analysis.
• Excellent communication skills are essential.
• Identify product gaps and collaborate with product teams to address them.
• Knowledge of Problem Management processes.
• Resolve issues and requests from internal and external customers to ensure smooth operations.
• Own the incident lifecycle, including third-party product incidents, and document resolutions.
• Maintain live documentation for all supported applications.
• Capture data for key success metrics.
• Handover pending issues to next shift support analysts.
• Escalate customer support incidents when necessary.
• Collaborate with product teams to promote a DevOps culture, planning for new features and changes.
• Ensure SRE best practices for proactive and reactive problem management.

Nice To Have

• Knowledge of SaaS products like Eye Share, Unit4, Sedna, etc.
• Experience with RabbitMQ.
• AWS certification.
• ITIL certification.

Essential

• Bachelor's degree in engineering, technology, MCA, or equivalent work experience.
• Experience supporting modern cloud-based applications built on C#, .NET Core, SQL, with ITIL and ITSM knowledge.
• Proficiency with Grafana, Kibana, and log monitoring.
• Basic understanding of AWS.
• Strong analytical, troubleshooting, and customer service skills.
• Excellent communication, collaboration, and self-motivation skills.
• Ability to apply technology solutions to business needs.
• Influencing and negotiation skills.
• Adaptability to change.
• Data analysis and documentation skills.
• Over 15 years of experience in IT, with 10+ years in application support and business analysis on AWS cloud products.
• Extensive software development experience.
• Experience in change or release management, production support, and supporting multiple products in a follow-the-sun model.
• Familiarity with modern support frameworks and tools, disaster recovery, and business continuity planning.
• Proven ability to deliver support services to internal and external customers in a fast-paced environment.

Desirable

• Experience with Kubernetes, containerized microservices, DevOps, Postgres.
• Experience in the maritime industry.