TITLE: Senior Product Support Specialist
WORKING LOCATION: Bangalore, India
WORK MODE: Hybrid 3 Days office and 2 Days WFH in a week.
SHIFT TIMINGS: 8.00 AM to 5.00 PM OR 12.00 PM to 9.00 PM.
OVERALL OBJECTIVES
Senior Support Analyst to manage IT Reporting ticket as well as providing guidance and support for Junior resources
Role Summary
We are seeking a highly motivated and experienced Senior Support Analyst to provide advanced L2/L3 support for enterprise data warehouse solutions and Power BI reporting platforms. The successful candidate will play a key role in incident resolution, problem management, service improvement, and operational support while mentoring junior support team members.
This role requires strong analytical capabilities, technical troubleshooting expertise, and a proactive mindset to ensure the stability, performance, and continuous improvement of reporting and data services.
KEY RESPONSIBILITIES:
Support & Operations
Provide Level 2 and Level 3 support for incidents, service requests, and operational issues related to:
- Data warehouse environments
- Power BI reports and dashboards
- Data integrations and reporting services
- Investigate, troubleshoot, and resolve complex technical issues within agreed SLAs.
- Perform root cause analysis and contribute to long-term problem resolution.
- Monitor system performance and proactively identify operational risks and improvement opportunities.
Leadership & Collaboration
- Lead L2 support activities and act as an escalation point for complex incidents.
- Coach, mentor, and guide other L2 support analysts in:
- Incident management
- Problem management
- Best practices and operational procedures
- Collaborate with infrastructure, application, and business teams to ensure seamless support delivery.
- Contribute to knowledge sharing, documentation, and process standardization.
Data Analysis & Reporting
- Provide data analysis insights to support business and operational decision-making.
- Analyse trends, incidents, and reporting data to identify systemic issues and optimization opportunities.
- Support users in understanding and interpreting reporting outputs and data quality concerns.
REQUIRED SKILLS & EXPERIENCE:
- Experience providing L2/L3 application or data support in enterprise environments.
- Strong understanding of ITIL 4 processes and best practices.
- ITIL 4 Certification required.
- Experience supporting Power BI reporting solutions.
- Ability to execute and understand SQL queries as an end user.
- Knowledge of relational databases and data structures.
- Familiarity with IT assets and infrastructure environments.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
PREFERRED PROFILES
- Proactive and customer-focused mindset.
- Ability to work independently and manage multiple priorities.
- Strong documentation and knowledge management skills.
- Team player with mentoring and leadership capabilities
Engineering Degree in Computer Science/MCA or any other Bachelor’s degree with the relevant experience.