Support Analyst Consultant Job in Coimbatore at Deloitte

Deloitte is hiring for the role of Support Analyst Consultant!

Responsibilities of the Candidate:

• Provide consulting support to clients, addressing their queries and concerns.
• Analyze client requirements and recommend appropriate solutions.
• Collaborate with cross-functional teams to ensure effective implementation of solutions.
• Assist in the configuration and customization of software or systems based on client needs.
• Troubleshoot and resolve issues reported by clients, ensuring timely resolution.
• Conduct training sessions for clients to enhance their understanding of the products or services.
• Stay updated on industry trends and best practices to provide informed recommendations.
• Document client interactions, issues, and resolutions for future reference.
• Participate in meetings with clients to understand their business processes and challenges.
• Work closely with the sales team to provide pre-sales support and contribute to client proposals.
• Collaborate with product development teams to convey client feedback and suggest improvements.
• Monitor and analyze system performance, identifying areas for optimization.
• Maintain a positive and professional relationship with clients, fostering long-term partnerships.
• Keep abreast of updates and new features in the products or services offered by the consulting firm.
• Assist in the preparation of reports and documentation related to consulting activities.
• Adhere to established service level agreements (SLAs) and ensure client satisfaction.
• Enhance technical and domain knowledge to provide effective support.
• Participate in ongoing training programs to stay current with new technologies and methodologies.
• Act as a liaison between clients and internal teams to ensure seamless communication.
• Collaborate with colleagues to share knowledge and improve overall team performance.
• Respond to alerts and incidents promptly, investigating and resolving issues related to production environments
• Provide technical support to resolve escalated issues from L1 support teams.
• Collaborate with cross-functional teams to troubleshoot and resolve technical problems, data integration, processing, or connectivity problems
• Participate in daily standup meetings and communicate the status with Leads
• Liaise effectively with senior team members in resolving Incidents
• Serve as the point of contact for clients and users during the odd hours, ensuring the smooth operation and performance of applications/systems
• Maintain effective communication with stakeholders regarding incident updates and resolutions
• Work on incidents assigned during the assigned shift, ensuring their timely resolution
• Liaise effectively with senior team members in resolving Incidents
• Do the first level of Analysis, capture observations, and triage the tickets appropriately
• Document support activities, including issue details, troubleshooting steps, and resolutions. Prepare regular reports on system health, performance, and incidents for relevant stakeholders. Maintain proper documentation for the solutions, test procedures, and scenarios during the UAT and Production phase
• Continuously update skills and knowledge related to new technologies and products. Proactively identify recurring issues and contribute to process improvements

Requirements:

• 1-3 years of relevant technical experience as mentioned in the Qualification below
• Good Understanding and Working experience in a support environment
• Familiar with Incident, Problem, Change, and Service Request management processes and service-level agreements (SLAs)
• Willingness to work in shifts (including night shifts) and non-standard working hours(evenings, weekends, and holidays if required) to support critical production issues and deployments
• Experience in application/system monitoring, Job scheduling/Monitoring, carrying out regular health checks, and resolving simple issues using defined SOPs. Troubleshoot problems related to Job failures and provide analysis to resolve the issue
• Experience in using ticketing systems such as SNOW/JIRA
• If any issue is noticed as not solvable then escalate to the senior member/team lead
• Should have 1-3 years of experience in data analysis, data visualization, and business/analytical aptitude
• Should be well-versed in Microsoft Excel, SQL, and Python.
• Should handle advanced Excel techniques like Power Queries, VBA, Macros, etc.
• Should have the ability to analyze the data and drive insights that can add business value to the clients.
• They should have experience in writing SQL queries, performing data manipulations, and understanding database performance and tuning
• Experience/knowledge of Power BI