RR-0203074 - Sr Analyst III Software Engineering

Job Description

• Project Description:
  
  

The Level 2 Support Engineer for integration is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. They serve as the escalation point for Level 1 support and work closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.

• Responsibilities:
• Issue Investigation & Resolution
• Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications
• Reproduce issues in test/staging environments to identify bugs or misconfigurations
• Conduct detailed log analysis, SQL/database checks, and API validation
• Incident Management
• Classify and prioritize incidents based on severity and business impact
• Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings
• Collaborate with L1 and L3 teams during major incidents and post-incident reviews
• User Support & Communication
• Communicate with business users or clients to gather additional information when needed
• Provide workarounds or solutions while permanent fixes are being developed
• Maintain knowledge base and support documentation
• Technical Tasks
• Prepare scripts or SQL queries to validate data or resolve issues
• Perform basic configuration changes or updates in non-production environments
• Conduct release verification and smoke testing after deployments
• Continuous Improvement
• Analyze recurring issues to suggest long-term fixes or enhancements
• Provide feedback to development/QA teams to improve application stability and usability
• Mandatory Skills Description:
  
  

Technical Skills

• Strong understanding of various integration technologies (API gateway, MQ and Message Broker preferable IBM stack)
• Familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and ability to write basic queries
• Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus
  
  

Soft Skills

• Strong analytical and problem-solving skills
• Excellent communication and documentation abilities
• Ability to work independently and under pressure
• Communication: Slack, Microsoft Teams, Email
• Code/CI: Git, Jenkins, GitHub Actions

• Languages:
• English: C2 Proficient
• Service Line: Custom Applications
  
  

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