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Managed Services Senior Analyst

The Sr. Analyst is a customer advocate who has an experience using integration applications and troubleshooting issues customers may experience when using such applications. The candidate should be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and contagious positive attitude, be a team player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, the candidate must have effective time and project management skills to push initiatives and results efficiently and effectively, while also contributing to a proactive support model.

The Sr. Analyst is the face for customer and is critical to delivery and manage expectations. He / She works closely with SME’s (practice teams) in delivering one stop solution to enhance customer experience.

Primary Duties:

  • Provide real time resolution on a wide range of technical and non-technical customer issue
  • Strong analytical and troubleshooting skills for problem determination, workaround resolution, root cause analysis, major incident management etc.
  • Very good in documentation and should be able to write FAQs, Artifacts and other knowledge management documents
  • On-Call: willingness to receive calls and support during off-office hours and over weekend (as required)
  • Willingness to learn new technology (primary and secondary skill)
  • Perform development and enhancement activities based on customer requirements
  • Guide team to perform day-to-day operations and mentor them to enhance their skills
  • Skillful to get knowledge of existing implementation from customer / vendor
  • Provide assistance and cover for other team members
  • Play the role of individual contributor and become a focal point of contact for customer
  • Gather requirements from customer for enhancement requests
  • Provide a high level of customer service with pro-active communication
  • Work with vendor product support to open, troubleshoot, and resolve product issues
  • Should be able to provide inputs for Weekly Status Report/Periodic Status Report

Qualifications/Experience:

  • Extensive customer support and management experience
  • 4 – 8 years of experience and exposure to at-least one IAM product (OIM, Sailpoint, MIM, etc.)
  • Experience on Enterprise directories (LDAP, Active Directory, etc.)
  • Hands-On experience to Incident Management system (Remedy, OTRS, Service Now etc.)
  • Excellent communication and interpersonal skills
  • Excellent analytical approach and problem solving skills
  • Understanding of software development life cycle, source control and support tools
  • ITIL v3 Foundation or above is a plus

Basic knowledge of:

  • Java, .NET, or similar object-oriented programming language (any one)
  • Relational databases (Oracle, MSSQL, MySQL, etc.)
  • Operating systems (Windows and Unix)
  • Application servers (Tomcat, WebSphere, WebLogic etc.)

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