India - Support Analyst

Who are Inchcape?

At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean.

Inchcape combines its worldwide infrastructure with local expertise through our global network of over 250 proprietary offices, across 70 countries and a team of more than 3,000 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government, and intergovernmental organizations. We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Job Purpose:

Inchcape has recently completed the modernisation phase of its Digital Transformation, and as part of the value phase is looking to develop a first-class Customer Support function to deliver exemplary support across our entire application eco-system. As one of the Analysts of this new internal function, you will own incidents resolution during your shift providing best-in-class round the clock support services to both internal and external customers for all of Inchcape’s digital products.

Duties and Responsibilities:

Must Have

• Should be self-starter and Self learner. Continuous learning and adapting to the dynamic ISS business   processes.
• Understand end-to-end product flow and Third-party Integrations. Guide the business users as well as support team.
• Hands on coding experience required (.net core, C#, Microservices) to troubleshoot the reported incidents.
• Understands the pattern of issues and defect trends.
• Reverse engineer the issue to find the root cause.
• Understanding of Grafana and Kibana required to review the application logs and third-party integration errors.
• Should have knowledge on SAAS based application to understand the third-party integrations\issues and drive the SAAS related product issues with vendor, to resolve the issues quickly.
• Should be hands-on in SQL to review SQL Logs, Data issues, Query related issues.
• Should be able right DML statements, Optimize Joins, find out query cost and tune it according to that.
• Should be able to optimize the complex SQL queries, View’s, stored Procedures etc.
• Should be able to generate complex reports from DB.
• Should be strong on ITIL and ITSM.
• Must understand Cloud Environment (AWS like EC2, S3, Lambda, Queue Services etc) 
• Deep dive into Product understands the upstream and downstream process to lead to defects.
• Should drive the calls with product teams to bring the defects to closure.
• Should be able to manage P1\P2 calls and provide quick turnarounds to resolve the issue   quickly.
• Guide\Train the team on ITIL process to do right prioritization of issues.
• Drive the Automation of the SOPs to reduce the burden on support teams.
• Do continues Improvements and resolving issues by doing proper root cause analysis.
• Strong in Communications is must.
• Identify the Product gaps and work with product team to address the gaps.
• Should posses’ knowledge on Problem management.
• Resolve issues and requests raised by the internal and external customers, ensuring their day job is smooth.
• End to end ownership of incidents including third-party products incidents.
• Create / Update resolution documents as required and take ownership of incident life cycle   in ITSM tool.
• Ensure live documentation for all applications supported for both users and other support   analysts.
• Capture required data that will feed into the key success measures.
• Handover of pending in progress issues to the support analyst in the next shift.
• Take charge of escalation for any Customer Support incident where required.
• Close collaboration with Product to drive a true DevOps culture, continuously planning for   upcoming features and product  changes.
• Ensure SRE best practices are followed for both proactive and reactive problem   management.

Nice To Have

•  SAAS products Knowledge like Eye Share, Unit4, Sedna etc.
• Knowledge on RabbitMQ
• AWS certification
• ITIL certification

Essential

• Bachelor’s degree in engineering or technology/MCA or equivalent work experience
• Must have working knowledge in agile environment, supporting modern cloud technology applications build on  C#, .Net Core Full Stack, SQL Hands on, ITIL and ITSM
• Grafana, Kibana, Logs Monitoring
• Basic of AWS
• Good Commercial alignment / awareness

Desirable

• Kubernetes, containerized Microservices, DevOps, Postgres
• Maritime Industry
• Excellent analytical and troubleshooting skills: ability to dissect complex problems
• Customer Focus
• Communication Skills
• Quick learner
• Strong collaborative and self-driven
• Apply technology to deliver business vision
• Influencing & negotiation skills 
• Adaptability and Change
• Data Analysis
• Documentation writing skills
• Total 15+ years in an IT environment and 10+ years in Application Support & Business Analysis on products  running on AWS Cloud technologies.
• Must have extensive software development experience throughout the career.
• Part of Change or Release management team or Part of Production Support team.
• Must have supported multiple products with follow the sun model.
• Use of modern support frameworks and tools. Disaster recovery or Business continuity planning experience
• Experience in delivering support services to internal and external customers.
• Must thrive in a fast-paced, time compressed and dynamic environment.