Production Support Analyst Job in Mumbai at Paktolus Solutions LLC

Paktolus is hiring for the role of Production Support Analyst!

Responsibilities of the Candidate:

• Triage inbound tickets to assess the impact and initiate escalations as needed to minimize business disruptions.
• Gather information and analyze user issues to determine root cause and identify possible workarounds.
• Provide updates and solutions to L1 and L2 support issues while adhering to SLAs.
• Create and maintain knowledge base documentation as well as team procedures, best practices, and process flows.
• Maintains and updates the access, credentials, and health checks of external third-party vendors essential to the business operation.
• Participates in on-call support including evenings and weekends.
• Communicate findings and outcomes of business problems or requests to both Technical and Non-Technical team members
• Provide UAT/validation ensuring delivered projects meet customer’s expectations.
• Support the released features/application to stakeholders proactively ensuring successful adoption.
• Provide an SME level of understanding of business processes and operations.

Requirements:

• Proficient with Salesforce reporting and management.
• Ability to read REST API including endpoints and request/response.
• Experience with tools like POSTMAN, Big Query, and AMS S3.
• At ease with communication of technical information to a non-technical audience.
• Solid knowledge of the P&C insurance industry and agency management systems.
• Proven time management skills (must be able to prioritize workload and meet deadlines).
• Excellent troubleshooting and testing skills a must.
• A positive and professional disposition allows you to be the voice of calm and reason when handling high impact issues.