Senior Support Analyst

Direct Responsibilities

·       Monitors application performance using tools like Dynatrace to proactively identify and address incidents to ensure system stability and minimizing downtime

·       Lead the management of functional user requests in accordance with established processes (application access, onboarding new functionality, incident management, etc.), providing initial analysis and resolution.

·       Communicates with end users about incidents, new functionalities, and system unavailability to provide timely technical assistance

·       Assists Data Scientists in releasing AI models (including Large Language Models (LLMs)) through the Machine Learning Operations (MLOps) pipeline to optimize and streamline AI solutions deployment

Contributing Responsibilities

•       Gathers and analyzes user feedback's to pinpoint areas for AI product improvement and boost user experience 

•       Contribute to governance activities within the application team, ensuring collaboration with developers, product owners, technical support, and business stakeholders to uphold compliance and achieve operational excellence.

Technical & Behavioral Competencies

•Kubernetes (Proficient)

•        CI/CD Tools :Jenkins (Beginner), 

•        Application Monitoring Tools : Dynatrace (Beginner), 

•        Database Management : SQL Server, Oracle (Proficient),

•        Business Intelligence Tools : Power BI (Proficient), 

•        Agile Methodology (Jira/Confluence/ServiceNow)