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Lead Analyst, Technical Support

Remote: 
Full Remote
Experience: 
Senior (5-10 years)
Work from: 
India

Offer summary

Qualifications:

Conceptual understanding of OOP, Basic database query skills, Hands-on programming experience, Familiarity with jQuery/Angular/React.

Key responsabilities:

  • Triage incidents logged by customers
  • Analyze ticket categories for further action
  • Coordinate with IT support teams
  • Document analysis and resolutions clearly
Majesco logo
Majesco Large http://www.majesco.com/
1001 - 5000 Employees
About Majesco
Majesco is the partner P&C and L&A insurers choose to create and deliver outstanding experiences for customers. We combine our technology and insurance experience to anticipate what’s next, without losing sight of what’s important now. Over 350 insurers, reinsurers, brokers, MGAs, and greenfields/startups rely on Majesco’s SaaS platform solutions of core, digital, data & analytics, distribution, and a rich ecosystem of partners to create their next now. As an industry leader, we don’t believe in managing risk by avoiding change. We embrace change, even cause it, to get and stay ahead of risk. With 900+ successful implementations we are uniquely qualified to bridge the gap between a traditional insurance industry approach and a pure digital mindset. We give customers the confidence to decide, the products to perform, and the follow-through to execute. For more information, please visit www.majesco.com.
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Job description

Job Overview

 JOB DESCRIPTION

The Digital1st Triage analyst will be responsible for triaging incidents logged by customers using D1st portals in production. The analyst should analyze the ticket and bucket it in the right category for further analysis.

Digital1st is a next generation platform developed by Majesco to deliver the Digital needs of its Insurance customers. Analyst will be trained on the D1st platform and core systems to equip him with the knowledge to conclude on the analysis.

Roles And Responsibilities

  • Get into customer calls if needed and capture the exact steps and logs of the issue encountered
  • Query the error tables in database and get the relevant logs and attach it to the ticket.
  • Identify and analyze data discrepancies related to the issue and execute data fixes/corrections in compliance with established procedures and guidelines
  • Analyze the instana traces and figure out the probable steps that the end user executed to get the issue. Analyst will be trained on instana post joining
  • Bucket the issue in the right category so that issues occurring due to underlying core systems are filtered out.
  • Work closely with various triage team members, TAM/escalations team members, and IT/Cloud support to resolve issues in a timely manner and escalate more complex problems as needed
  • Document the analysis, data fixes and resolutions clearly, keeping detailed logs for reporting and auditing purposes. Regularly update the triage team and stakeholders on progress.
  • Attend SEV1 calls and provide periodic updates.
  • Provide proper handover incase of working in shifts.
  • Co-ordinate with Digital 1st Platform team for issue resolution.
  • Monitoring the application through available tools.
  • Grooming other team members

Skills & Knowledge

Technical

Essential Skills

  • Conceptual understanding of Object-Oriented Programming.
  • Basic database queries
  • Hands-on programming experience with strong exposure to debugging issues.

Desirable Skills

  • jQuery/Angular/React
  • Bootstrap
  • Experience of integration using platform/tool will be an added advantage
  • Experience on working with “configuration” driven tools/platforms/framework would be added advantage

Behavioral

Essential Skills

  • Positive attitude
  • Good communication
  • Teamwork and adaptability
  • Analytical thinking and problem solving
  • Flexibility

Domain Exposure

Desirable Skills

  • Insurance knowledge of P&C and/or L&A

Agile/Scrum Exposure

Desirable Skills

  • Good working knowledge of Agile methodologies & ceremonies

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.
Are you interested?

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