Lead Software Analyst

Job Description:

This role is critical in maintaining the stability of production systems, ensuring quick incident recovery, and preventing future disruptions through continuous improvement.

Incident Triage and Resolution:

• Prioritize and triage incoming incidents based on severity and impact.
• Escalate critical incidents to the appropriate teams or subject matter experts.
• Monitor, investigate, and troubleshoot production issues in Java J2EE applications.
• Leverage strong Oracle development skills and foundational Java knowledge to efficiently triage and resolve L2 production support incidents
• Analyze and execute necessary data patches while delivering clear, documented resolutions for customers
• Perform in-depth technical investigations to isolate software defects and escalate code-fix requirements to the engineering team with structured evidence
• Frontend client interactions, joining customer calls independently or alongside technical leads to address and resolve complex technical questions.
• As part of L2 Production support Triage Team responsible for analyzing all the production support cases and concluding the triaging part with the clear action plan.
• Conducting in-depth analysis of reported cases and escalating validated code-fix requirements to the engineering team with comprehensive documentation and evidence
• Resolving customer query and how-to cases with clear, thorough insights and supporting documentation to ensure absolute clarity

Issue Tracking and Reporting:

• To support and maintain the existing Oracle code base and debug the application
• Database scripting and data verifications
• Maintain accurate incident logs in ticketing systems (e.g., JIRA, ServiceNow).
• Ensure timely updates and communication regarding issue status to stakeholders.
• Track and report on incident resolution progress and follow-up actions.

Collaboration with Cross-Functional Teams:

• Work closely with Development, Operations, and QA teams to resolve production issues.
• Coordinate and facilitate incident resolution meetings or "war rooms" when necessary.
• Act as a liaison between technical and non-technical teams to streamline problem resolution

1. Root Cause Analysis:
   • Participate in post-incident reviews to identify root causes and long-term solutions.
   • Analyse logs and diagnostic data to quickly identify the root cause of issues.
2. Process Improvement:
   • Suggest and implement improvements to existing triage and support processes.
   • Assist in automating repetitive tasks and enhancing monitoring capabilities.
   • Provide feedback to improve system monitoring, documentation, and processes.
   • Ensure 100% compliance with established production support guidelines and operational workflows.
3. Documentation:
   • Create and maintain troubleshooting guides and SOPs for handling recurring issues.
   • Document incident resolution processes for future reference.

Skills / Attributes Required:

• Essential Technical Knowledge:
  • Strong understanding of production environments and IT infrastructure (e.g., databases, servers).
  • Strong knowledge of Oracle PL/SQL with hands on experience in writing SQL queries with different types of joins.
  • Expertise in PL/SQL: collections, VARRAY, exception handling, cursors, package/ procedure/ function 
  • Expertise in SQL: sub-queries, joins, oracle inbuilt functions 
  • Good knowledge of Java with hands on experience.
  • Debug J2EE applications using tools like JProfiler, JConsole, or VisualVM.
  • Knowledge of Web Services (SOAP, REST etc.) and API related integrations.
  • Proficiency in monitoring tools (e.g., Instana, Glowroot) and ticketing systems.
  • Knowledge of Version Control tools, e.g., SVN, Git Hub
  • Experience with Linux/Unix/MS PowerShell commands and scripting for troubleshooting.
  • Strong analytical & debugging skills.
  • Address critical incidents within SLA & suggest workarounds.
  • Experience in Production Support and its process.
  • Experience with complex data modelling/entity relation modelling and design techniques, database normalisation theory, data dictionary, and schema design techniques. 

• Performance Monitoring & Optimization:
  • Identify memory leaks, thread deadlocks, and performance bottlenecks.
  • Optimize database queries and enhance system efficiency.

• Problem-Solving Skills:
  • Ability to quickly diagnose complex technical issues under pressure.
  • Solid analytical and troubleshooting skills.
  • Review Java J2EE code, APIs, and system dependencies to understand and resolve issues.

• Communication:
  • Excellent verbal and written communication skills for interacting with technical teams and business stakeholders.
  • Experience in explaining technical issues.

• Collaboration & Coordination:
  • Strong interpersonal skills to work effectively with multiple teams and across departments.
  • Experience with managing and escalating critical incidents effectively

• Functional Skills:
  • Prior experience or domain knowledge in the Property & Casualty (P&C) Insurance sector is highly advantageous.
  • Experience in Insurance or Banking Domain will be a plus

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• Prior experience in production support, incident management, or triage roles.
• Certifications in ITIL, DevOps, or relevant areas are a plus.

Requirement categories:

Must-Have Requirements:

• Database & SQL: Strong knowledge of Oracle PL/SQL, MSSQL, or SQL Server. Hands-on experience writing complex SQL queries and different types of joins. (Database programming is heavily prioritized).
• Programming Basics: Basic hands-on knowledge of Java/J2EE
• Production Support: Proven experience in L2 production support, triage, and SLA management.
• Problem Solving: Evidence of strong analytical, debugging, and incident-handling skills, including suggesting workarounds.
• Integration: Knowledge of Web Services (SOAP, REST) and API integrations.

Nice-to-Have Requirements:

• Communication: Proven customer-facing communication, stakeholder collaboration, or client-call experience.
• Domain Expertise: Experience in the P&C Insurance, general Insurance, or Banking domains.

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Shift Timing:

• 5 PM – 2 AM IST