Sr. Analyst/Associate – SW Support

Overview

Provide L2 operational and technical application support within the Omnium Application Support team, focused on reconciliation and control services, data onboarding, client data integrations, file processing and associated infrastructure.

What you'll do

• Provide Level 2 Application Support for various applications under the Omnium platform.
• Monitor critical production processes, services, jobs, application health, system performance, batch processing and service availability.
• Investigate and resolve production incidents within agreed SLAs.
• Analyze trends and identify recurring operational issues.
• Perform root cause analysis for recurring issues and recommend preventive measures.
• Coordinate Major Incident (P1/P2) handling and facilitate ITSM calls.
• Engage concerned Development and shared services teams during critical outages.
• Support onboarding of new clients and data feeds into the Omnium platform.
• Coordinate setup, validation, and testing of inbound and outbound data interfaces.
• Manage FTP onboarding and data delivery configurations.
• Participate in application releases and production deployments.
• Perform application checkout activities following releases and infrastructure changes.
• Drive automation opportunities to reduce manual effort and improve service quality.
• Develop and maintain monitoring procedures and operational dashboards where applicable.
• Ensure all production alerts are acknowledged and addressed in a timely manner.
• Serve as a point of contact for business users and operational teams.
• Provide regular communications and status updates during incidents.
• Participate in service review meetings and operational governance forums.
• Ensure a high level of customer satisfaction through professional communication and ownership.

What you'll need

• 3-6 years of Production Application Support experience.
• Unix/Linux command-line knowledge.
• Experience with SQL and database troubleshooting.
• Understanding of batch processing and scheduling tools (Control-M preferred).
• Knowledge of FTP/SFTP, APIs, file processing workflows, and middleware technologies.
• Familiarity with ServiceNow, monitoring tools, and incident management processes.

Details

• Location: Pune, India.
• Shift coverage: North America business hours (8 AM – 5 PM CST).