Technical Analyst 1-Support

This contractual position plays a pivotal role in customers support for Millennium services in Middle East, Australia, EU and UK. Technical Solution Analyst Role is a customer-facing role, holds significant importance to ensure we’re covering contractual business days/hours as we extend our premiere (AMS) support to in Saudi Arabia and covers other Sunday-Thursday clients in Middle East. This position will ensure we are staffed to deliver against our contractual SLAs for all our international customers working during business hours/days.

• Troubleshoot, Investigate & Resolve front-end application issues, by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.
• Troubleshoot/Investigate via backend methods by capturing log files, ability to read and analyze log files, querying tables, updating database fields, and cycling servers.
• Perform changes by following Change Management Process.
• Communicate effectively verbally and in writing to clients and internal stakeholders.
• Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation.
• Prioritize work based on severity and urgency (SLA/SLO), balancing client and business needs.
• Perform complex troubleshooting investigations, document notes, and knowledge articles.
• Collaborate among and across teams to ensure issues are addressed by the appropriate individuals.
• Manage escalations efficiently and to provide timely support during incidents.

Technical Skills & Experience: SQL, ITIL, Ticketing Tools such as Remedy, MTA – to investigate log files, Incident & Change Management Process.