Associate Client Server Software Analyst
Global Payments · Pune, India · 1d ago
Summary of This Role
Mandatory Skills
Technical Skills
0-2 years of experience in application support.
Basic understanding of Windows Operating Systems.
Working knowledge of SQL for querying and data validation.
Understanding of web-based applications and .NET application architecture.
Basic knowledge of IIS and application troubleshooting.
Understanding of networking fundamentals (DNS, ports, connectivity, HTTP/HTTPS).
Familiarity with cloud environments and hosted applications.
Knowledge of incident management and service request processes.
Basic understanding of monitoring and alerting concepts.
Soft Skills
Strong verbal and written communication skills.
Good analytical and troubleshooting abilities.
Ability to work effectively with business users and technical teams.
Willingness to participate in bridge calls and incident resolution activities.
Strong ownership and accountability for assigned tasks.
Ability to manage multiple priorities in a fast-paced environment.
Team player with a positive learning attitude.
Process Knowledge
Basic understanding of ITIL/ITSM processes.
Experience handling incidents, service requests, and user issues.
Ability to document findings, resolutions, and operational procedures.
Good to Have Skills
Technical Skills
Knowledge of PowerShell or Python scripting.
Exposure to cloud platforms (Azure, AWS, etc.).
Knowledge of application monitoring and observability tools.
Understanding of Site Reliability Engineering (SRE) concepts.
Familiarity with automation tools and process improvement initiatives.
Exposure to performance monitoring and log analysis tools.
Process & Operational Skills
Understanding of operational metrics such as SLA, MTTD, and MTTR.
Knowledge of reporting and audit processes.
Experience creating knowledge articles and support documentation.
Key Responsibilities
Provide Level 1/Level 2 support for business applications.
Investigate and troubleshoot application, database, and system issues.
Participate in incident bridge calls and assist in service restoration.
Handle user incidents, service requests, and operational queries.
Collaborate with development, infrastructure, database, and other support teams.
Monitor application health and respond to alerts.
Document resolutions, troubleshooting steps, and operational procedures.
Escalate issues appropriately and provide timely updates to stakeholders.
Identify opportunities for process improvements and automation.
Continuously learn application functionality and supporting technologies.