Support Analyst – Technical

Department:
Global Wealth Management
Work type:
Permanent
Location:
Gurgaon, India
Closing date:
31/07/2019
  • Support high valued, top-tier clients, globally
  • Be a part of a dedicated team committed to putting the customer first
  • We’re a leading global provider of software solutions for the financial services industry

Pick your own career path with learning and development opportunities on offer across Technical, Consulting and Development teams.

 

Your new role

The Sonata Application Support Analyst will be providing front line support for Bravura Solutions clients using the Sonata Administration Platform. In addition, the Sonata Support Analyst will have responsibility for managing the client issue lifecycle; the analysis, replication and testing of identified defects with a solution-oriented approach; and escalating requests to the appropriate development and consulting teams.

You’ll get to work closely with and develop your skills across multiple facets of the business. We’re enthusiastic and adventurous with a large global reach; we have employees, offices, and customers across the world utilising our award-winning solutions.

Main activities

  • -> The analysis and resolution of issues raised by Clients including;
  • -> Identification of faulty software and omissions in functionality (debugging code where necessary)
  • -> Correction to data where required on client databases
  • -> Correction of problems caused by incorrect use of application functionality
  • -> Correction of system configuration faults
  • -> Actively responding to clients relating to service requests and product defects.
  • -> Respond to client queries and incidents as per defined service level agreements.
  • -> Routing defects, service requests or enhancements to the appropriate teams within Bravura as required.
  • -> Ensuring severity, impact and risk of incidents is understood and escalate to management if required.
  • -> Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
  • -> Facilitate and attend client meetings to discuss incident management and support processes
  • -> Recording and maintaining the integrity of data within the JIRA Service Desk system.
  • -> Assist with software release co-ordination to clients.
  • -> Escalating issues which will affect other clients.
  • -> Technical housekeeping and administration

To be successful in this role candidates will require:

    • Any Post Graduate or B.E./B.Tech/MCA
    • 4-8 years of experience
    • A good understanding of best practice application development methodology, together with:
    • Excellent working knowledge of SQL language
    • Ability to develop basic application code using a modern object-based language
    • Working knowledge of Microsoft Office
    • A basic understanding of service delivery processes i.e.
    • Incident management
    • Problem management
    • Change and Configuration management
    • Experience within a helpdesk/JIRA service desk environment.
    • Knowledge of the software development lifecycle.
    • Experience in business analysis, consulting or system testing role.
    • Experience in providing consultancy and support to clients.
    • Whilst the role will be predominantly based in Gurgaon, the ability to travel between Bravura offices and Client sites may be required

    Technical

    • Excellent working knowledge of Core Java, including the Eclipse Development Platform
    • Excellent working knowledge of popular Java frameworks such as Hibernate, JSP/JSF and web services.
    • Troubleshooting and debugging capabilities/techniques
    • Proven knowledge of databases, to include solid experience of SQL preferable on Oracle Database
    • Good to have Java Certification

     

    Personal

    • Requirement of working in 6:00 AM – 2:30 PM shift.
    • Excellent spoken English
    • Excellent oral and written communication skills with the ability to distinguish between business and technical audiences.
    • Proven aptitude in regard to good customer service skills.
    • Ability to multi-task, prioritise workload and work under pressure.
    • Ability to work unsupervised, managing goals and deliverables.
    • Demonstrated Solution based problem solving skills
    • Excellent team and interpersonal skills
    • Prior knowledge of working on Application Support model will be a plus
    • Knowledge of the financial service industry preferably Wealth Management or Superannuation products will be a plus

What we offer you:

We are always engaging with staff to ensure continuous improvement and are proud we can offer you the following:

  •  Extensive online and face-to-face training on Sonata
  • Comprehensive benefits with a focus on employee well-being
  • Develop global product knowledge & enhance your Financial Services domain expertise
  • Ongoing opportunities to develop your commercial and technical skills
  • Growth opportunities are unlimited, with potential career pathways to Senior Support, Technical, Development or Consulting
  • Opportunity to Travel – if desired
  • With fixed working times, we allow you the flexibility to create work-life balance
  • If you live within the Delhi region, also benefit from free cabs to and from work
  • Don’t worry about organizing meals, we have that covered! #LI-PRIORITIES

Apply now

If you believe that you have the relevant experience and knowledge for this role please apply directly below. Please note only successful applicants will be contacted.

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