Role: Senior Employee Support Analyst
Location: Vashi, Navi Mumbai (4 days working from office)
Shift: General Shift (10:00am to 7:00pm)
As an Senior Employee Support Analyst, you will support a diverse set of Products and Services within an agile cross-functional product development team. Feedback and input from Employee Support Analyst will be key to modernizing and building better products. A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role. The team is passionate about keeping our systems modern, reusable, and maintainable. You will be shaping the future of DBRS Morningstar’s Products and helping to make DBRS Morningstar a technology-first environment. The role will work with team members in North America and Mumbai and support DBRS Morningstar’s global offices.
Responsibilities
• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders
• Research to identify issues; provide the timely resolution, and communication of outcomes to all
appropriate team members.
• Communicate to effectively to convey complex technical information, via email, chat, ticketing system
and attendance in bridge calls. Understand and educate end-users on complex user experiences.
• Contribute to knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support
analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues.
Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and
provide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter
expert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and project
management skills
Qualifications
• A bachelor’s degree in computer science or related field
• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
• Ability to work independently and manage time and multiple concurrent priorities
• Ability to collaborate successfully with team members
• Excellent troubleshooting skills
• Knowledge of Service Level Agreement management, Incident management, Service request
handling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service
Desk etc.
• knowledge of technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework
• Ability to debug SQL Queries and Stored Procedures in a relational database management system
(RDBMS).
• Excellent communication skills – verbal, listening, reading, writing
• Work with multiple teams – end users, functional teams, release manager, development team.
• Availability to work on rotation shifts between NA American & Australian shifts
Nice to haves
• Demonstrated domain knowledge in financial/investment data, and/or analytics
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.
Morningstar is an equal opportunity employer.
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
R11_DBRSRatingsGmbHIndia DBRS Ratings GmbH, Branch India Legal EntitySkills Required
- Bachelor's degree in computer science or a related field
- At least 3 years of L1 and L2 application production support experience
- Ability to work independently, manage time, and handle multiple concurrent priorities
- Ability to collaborate successfully with team members and multiple cross-functional teams
- Excellent troubleshooting skills
- Knowledge of service-level agreement management, incident management, service request handling, and application monitoring
- Experience with a service desk tool such as BMC Remedy, ServiceNow, JIRA, Redmine, or CA Service Desk
- Knowledge of .NET, Python, AWS, JavaScript, or a JavaScript framework
- Ability to debug SQL queries and stored procedures in a relational database management system
- Excellent verbal, listening, reading, and written communication skills
- Availability to work rotation shifts covering North American and Australian time zones
- Domain knowledge of financial or investment data and analytics
- Working knowledge of monitoring tools such as Splunk or New Relic
What the Team is Saying
Morningstar Compensation & Benefits Highlights
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Leave & Time Off Breadth — Policies include a paid sabbatical every four years and flexible PTO covering vacation, sick, and personal days, alongside paid volunteer time. Feedback suggests these features create meaningful flexibility and rest opportunities beyond standard leave plans.
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Parental & Family Support — A global minimum of 16 weeks paid parental leave for primary caregivers (up to 8 weeks for secondary) and at least six weeks of paid caregiving leave are publicly stated, with adoption assistance also available. These provisions indicate robust support for families during key life events.
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Retirement Support — U.S. materials document a 401(k) match of $0.75 per $1 up to 7% of pay and no‑cost access to Morningstar retirement tools. This combination strengthens long‑term savings and planning for employees.
Morningstar Insights
What We Do
We are a global investment research and financial data company with 40-plus offices across North America, Europe, Australia, and Asia. Our products and services are used daily by individual investors, financial advisors, asset managers, retirement plan providers, and institutional investors. We provide data, research, and analysis across managed investment products, publicly listed companies, private capital markets, debt securities, and real-time global market data. The financial system can have real barriers—hidden information, friction that can slow decisions, and forces that can limit transparency and access. We work to remove them, bringing independent research, connected data, and investor-first tools to a system that needs more clarity. The people doing this work span research, technology, design, product, sales, and functional areas. We build many of our products in-house, so the work can connect directly to the tools investors use to make real financial decisions.
Why Work With Us
Morningstar’s missing is to empower investor success. We can only do that if our people feel empowered. That means finding people who think independently, bring a wide range of backgrounds with analytical rigor and genuine intellectual curiosity to the work.
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Morningstar Teams
Morningstar Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Across most of our offices globally, employees work four days a week in the office and one day from home. We recognize that life doesn't always fit a fixed schedule and offer programs that can help provided increased workplace flexibility.
