Tririga Tier 2 Support Analyst

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.

Qualifications :

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.

Additional Information :

• 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

Remote Work :

No

Employment Type :

Full-time