Associate Client Server Software Analyst
Description
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.