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Associate/ Analyst- Application Support

1.00 to 4.00 Years   Gurugram   05 Mar, 2021
SirionLabs
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

DescriptionAbout SirionLabs:SirionLabs - SaaS Product firm | is looking for people who simply put are driven to make a difference.SirionLabs is a growth stage company building breakthrough technology in Contract Lifecycle Management. We are hosted on AWS utilizing Aurora, Redshift, Lambda and are built on Java, C#, Golang, Angular, MongoDB and Postgres.We make data speak for itself by ingesting large volumes of machine data, support data and complex enterprise data sets. We rely on NLP (coreNLP), Neuralnets and Machine Learning technologies to improve operational efficiency and for predictive analysis.We are a team of high energy individuals who revel in a rapid-pace, agile product development environment. We aim to build path-breaking, context-aware products that solve meaningful and complex problems. In doing so, we hope to put Indian engineering on the world map. So, if these are the ideals that excite you, there is a place for you at SirionLabs!Job Role: Associate/ Analyst- Application SupportYears of Experience required: 1+ yearsWork Location: GurgaonResponsibilities:

  • First point of contact for support where it can be through the telephone or email where and requires direct interaction with the client
  • Responsible for update
  • Working with business users to identify application problems and advising on the solution
  • Logging and keeping records of business user s queries
  • Configuration and application administration
  • Analysing logs so you can spot common trends and underlying problems
  • Take ownership of customer issues reported and see problems through to resolution
  • Follow standard process for escalation of unresolved issues (Defects & Enhancements) with Product Teams with timely follow-ups
  • Provide prompt and accurate feedback to customers & Account Managers
  • Willing to work in 24*7 environments on rotational basis
  • Build process documentation/Knowledge articles
  • Ensure tickets have appropriate information, assigned to the right teams and are classified with the appropriate IMPACT and URGENCY
  • Responsible for providing status, managing caller s expectations by providing current service levelna
, Requirements
  • Exceptional communication and customer facing skills, ability to communicate at all levels within or outside the organization
  • Ability to build relationships with peers, stakeholders and the management
  • Basic knowledge of SDLC
  • Excellent customer service skills
  • Excellent interpersonal skills
  • Good time management and organizational skills
  • Ability to work under pressure and deal with multiple tasks concurrently
  • Proactive, self-motivated
  • Problem solving skills
  • Excellent knowledge of software, upgrade and releases
  • 1+ years of work experience
  • Work experience in overall ITIL framework
  • Experience in supporting cloud-based applications
  • Experience in configuration and application administration
  • Good working knowledge of relevant functional systems such as JIRA, Remedy, etc.

Keyskills :
saasmachine learningtime managementjavaawsequipment supplyenterprise dataoperational efficiencycustomer serviceproduct developmentnlpjiraitil

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