Platform Support Analyst III

Job Description:

At TripArc Inc., we are looking for a Platform Support Analyst, who will be an essential part of the support team. Your primary focus is to ensure the smooth operation of the Azure cloud based proprietary applications while providing outstanding support to our 1600+ valuable travel experts.

Key Responsibilities:

• User Support: Take ownership for addressing user inquiries, issues, and requests related to the platform applications raised by users.
• Manage Escalations: Escalate tickets to the development team and ensure an end-to-end resolution for users.
• Documentation: Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleagues.
• Communication: Communicate effectively with cross-functional teams, developers, and stakeholders to report and escalate issues when necessary.
• Training: Assist in training sessions for end-users to ensure they are proficient in using the platforms and their features.
• Monitoring: Continuously monitor the applications’ performance and proactively identify potential issues before they impact users.
• Feedback Collection: Gather user feedback and suggestions to contribute to the ongoing improvement and enhancement of the platforms.

Candidate profile:

• The ideal candidate must have at least 4-6 years experience in application support or technical support.
• The candidate should possess strong problem-solving and troubleshooting skills.
• An analytical thinker with excellent communication and customer service skills.
• Familiarity with software support processes and ticketing systems.
• Ability to work collaboratively in a team-oriented environment.
• Should be able to work in shift rotation including weekend.
• Intermediate to proficient level of below Technical Skills required.

Technical skills:

• Understanding of REST API.
• Understanding of application log monitoring platform like Dynatrace or similar.
• Understanding of SQL and RDBMS like SQL server or similar.
• Functional understanding of Active directory.
• Understanding of programming languages like .Net and frontend angular js or similar.
• Understanding of webserver like IIS or similar.
• Understanding cloud platform like azure or similar.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.