Senior Product Support Specialist

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.