Senior Product Support Specialist (IBM Cognos Stack)

Overview

Senior Product Support Specialist to support and maintain the IBM Cognos financial consolidation and reporting platform, ensuring high availability and SLA performance across multiple applications.

What you'll do

• Serve as a Tier-1 to Tier-3 escalation point for inquiries, bugs, data discrepancies, and performance issues across IBM Cognos Controller, Planning Analytics (TM1), and Cognos Analytics.
• Drive ticket resolution from triage to closure while adhering to target response and resolution SLAs.
• Perform root-cause analyses for recurring incidents and implement permanent fixes to prevent repeat tickets.
• Design and automate weekly/monthly support KPI and SLA reporting dashboards.
• Standardize incident categorization, escalation pathways, and support documentation.
• Support month-end and quarter-end financial closing activities (data loads, consolidation runs, dimension maintenance, security updates).

What you'll need

• 4–6 years of hands-on technical/functional support or development experience in enterprise financial systems.
• Solid working knowledge of at least two of: IBM Cognos Controller, IBM Planning Analytics/TM1, IBM Cognos Analytics.
• Strong understanding of financial accounting, controlling, group consolidation workflows, and month-end close processes.
• Practical familiarity with ITIL/Service Desk concepts including incident management, SLA tracking, change management, and ticketing tools (Jira/ServiceNow/BMC Helix).
• Ability to communicate complex financial-technical concepts clearly in professional English (C1/C2).
• Strong analytical problem-solving skills and stakeholder communication.
• A BE/BTech (Computer Science)/MCA or another bachelor’s degree with the right experience.