Platform Support Analyst (L1)
TripArc is a leading company in the travel industry, providing technology and support to travel agencies and tour operators. They are seeking a Platform Support Analyst I to ensure the smooth operation of their Azure cloud-based applications and provide support to over 1600 travel experts.
Responsibilities
- Take ownership for addressing user inquiries, issues, and requests related to the platform applications raised by users
- Manage Escalations: Escalate tickets to the development team and ensure an end-to-end resolution for users
- Documentation: Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleagues
- Communication: Communicate effectively with cross-functional teams, developers, and stakeholders to report and escalate issues when necessary
- Training: Assist in training sessions for end-users to ensure they are proficient in using the platforms and their features
- Monitoring: Continuously monitor the applications’ performance and proactively identify potential issues before they impact users
- Feedback Collection: Gather user feedback and suggestions to contribute to the ongoing improvement and enhancement of the platforms
Skills
- At least 1 year experience in application support or technical support
- Strong problem-solving and troubleshooting skills
- Analytical thinker with excellent communication and customer service skills
- Familiarity with software support processes and ticketing systems
- Ability to work collaboratively in a team-oriented environment
- Ability to work in shift rotation, including weekend
- Intermediate to proficient level of 'Technical Skills' required
- Understanding of REST API
- Understanding of application log monitoring platform like Dynatrace or similar
- Understanding of SQL and RDBMS like SQL server or similar
- Functional understanding of Active directory
- Understanding of programming languages like .Net and frontend angular or similar
- Understanding of webserver like IIS or similar
- Understanding cloud platforms like azure or similar
- Understanding of ITIL incident management and ticketing tool like ServiceNow or similar
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- Strong analytical and problem-solving skills
- Good written and verbal communication (customer-facing)
- Ability to work in shifts including weekend
- Attention to detail and documentation discipline
Benefits
- Incentive programs
- Compensation tied to business and individual performance
Company Overview