Tririga - Tier 2 Support Analyst
TLDR
Provide technical support for Tririga application, resolving issues for the client, and improving processes through root cause analysis and knowledge base management.
We are seeking a skilled Tier 2 Support Analyst to join our team and provide technical support to our esteemed client, Tango . This role will be responsible for Triaging and resolving application-related issues while working directly with the client. The ideal candidate will have hands-on experience with IBM Tririga, particularly in reporting and workflow functionalities.
Key Responsibilities:
Act as the first point of contact for client-reported issues.
Triage, troubleshoot, and resolve application issues based on predefined knowledge base and procedures.
Collaborate closely with client on L2 Support issues and escalate issues to the development team (Tier 3) when necessary.
Provide timely updates to the client on issue resolution status.
Create and update knowledge base articles for recurring issues.
Perform root cause analysis for recurring issues and recommend process improvements.
Assist with testing and validating minor system changes or patches.
Participate in client training sessions and knowledge transfers.
Skills & Qualifications:
3-5 years of experience in Tririga application support or technical support roles.
Hands-on experience with IBM Tririga
Strong understanding of Tririga reporting and workflow configurations.
Ability to triage and troubleshoot application issues independently.
Excellent communication and client-handling skills.
Strong analytical and problem-solving abilities.
Experience in working with ticketing tools like Zendesk, Jira, or similar.
Ability to work in a fast-paced environment and meet tight deadlines.
Immediate availability to join.
Willingness to undergo rapid training on client-specific processes and applications.
Work in shift timing between 3pm to 12am India time
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