Description:

As a Technical Solution Analyst II (IC2), your role involves conducting detailed troubleshooting and investigations on front-end applications and backend infrastructure layers. You will diagnose application faults by capturing runtime info, shadowing end users, and replicating software workflows. On the backend, you will isolate issues by capturing log files, querying tables, updating database fields, and cycling servers. The position requires balancing client and business priorities based on incident severity while collaborating across cross-functional engineering teams to manage the full investigation lifecycle.

Key Technologies:

SQL, Relational Databases, Frontend Fix Tools, Log Capture Utilities, Server Management Controls, Ticketing/Incident Management Frameworks

Requirements:

• Bachelor's degree or academic qualification in Computer Science Engineering, Information Systems, Software Engineering, or a related technical field.
• 3–5 years of experience in application support, technical client support, incident management, problem management, and change management workflows.
• Hands-on knowledge of SQL, with the practical ability to query tables, update database fields, extract application log files, and safely cycle production servers.
• Ability to analyze front-end applications, apply diagnostic tools, shadow end-user actions, and test software workflows internally and externally.
• Prioritize support tickets based on severity and urgency, ensuring a balance between business requirements and client needs.
• Maintain thorough records of notes, activities, resolutions, and author new knowledge base articles throughout the investigation lifecycle.
• Absolute readiness to work during the designated evening/night shift from 5:30 PM to 2:30 AM IST, with flexibility to adapt to changing shift patterns or provide on-call support.
• Outstanding interpersonal abilities with proficient verbal and written English communication skills to collaborate effectively with global team members across regions.