Lead Software Analyst

IndiaRemoteFull-timelead

Other

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Quick Summary

Key Responsibilities

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates,

Requirements Summary

Participate in customer calls, address technical queries, explain complex issues, and provide clear updates on incident status, workarounds, and resolutions.

Technical Tools

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In this role, you will play a key part in ensuring the stability, reliability, and performance of critical enterprise software applications. You will focus on Level 2 (L2) production support, incident triage, and advanced database troubleshooting, with a strong emphasis on Oracle PL/SQL development. Working across technical and business teams, you will investigate complex production issues, identify root causes, and coordinate effective resolutions. You will also contribute to application maintenance, performance optimization, and continuous improvement initiatives. This position offers the opportunity to work with enterprise-scale systems, modern monitoring tools, and cross-functional engineering teams. Your technical expertise and customer-focused approach will help minimize service disruptions and maintain high-quality application operations.

Incident Management and Triage: Monitor, prioritize, investigate, and resolve production incidents based on severity and business impact, ensuring timely resolution within established SLAs.
Database Development and Support: Maintain and troubleshoot Oracle PL/SQL codebases, write and optimize complex SQL queries, perform database scripting, validate data, and execute necessary data patches.
Application Troubleshooting: Investigate production issues in Java/J2EE applications, review application code and dependencies, analyze logs, and use debugging tools to identify software defects and performance bottlenecks.
Technical Investigation and Escalation: Conduct detailed root cause analysis, isolate issues, document findings, and escalate validated code-fix requirements to engineering teams with clear technical evidence and recommendations.
Customer and Stakeholder Communication: Participate in customer calls, address technical queries, explain complex issues, and provide clear updates on incident status, workarounds, and resolutions.
Cross-Functional Collaboration: Work closely with development, QA, operations, and infrastructure teams to coordinate incident resolution and facilitate technical discussions or emergency response meetings when required.
Performance Optimization: Identify database inefficiencies, memory leaks, thread deadlocks, and application bottlenecks to improve system reliability and performance.
Issue Tracking and Reporting: Maintain accurate incident records using tools such as JIRA and ServiceNow, monitor resolution progress, and communicate follow-up actions to relevant stakeholders.
Process Improvement and Documentation: Develop troubleshooting guides, standard operating procedures, and technical documentation while identifying opportunities to automate repetitive tasks and improve monitoring and support workflows.
Operational Compliance: Follow established production support procedures, ensure adherence to operational standards, and contribute to post-incident reviews and long-term service improvements.

Requirements

~2 min read

Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
Proven experience in L2 production support, incident management, application troubleshooting, and SLA-driven environments.
Strong expertise in Oracle PL/SQL, including collections, VARRAY, cursors, exception handling, packages, procedures, and functions.
Advanced SQL knowledge, including complex queries, subqueries, different types of joins, built-in Oracle functions, and database scripting.
Working knowledge of Java/J2EE, with hands-on experience investigating and debugging enterprise applications.
Familiarity with debugging and profiling tools such as JProfiler, JConsole, and VisualVM.
Knowledge of web services, SOAP, REST APIs, and application integrations.
Experience with monitoring solutions such as Instana and Glowroot, as well as ticketing platforms such as JIRA and ServiceNow.
Familiarity with version control systems such as SVN and GitHub.
Experience using Linux/Unix commands and Microsoft PowerShell for troubleshooting and scripting.
Understanding of database architecture, data modeling, entity relationships, normalization, data dictionaries, and schema design.
Strong analytical, problem-solving, and debugging abilities, with the capacity to investigate complex incidents under pressure and recommend effective workarounds.
Excellent written and verbal communication skills, including the ability to explain technical concepts to customers and non-technical stakeholders.
Strong collaboration, coordination, and stakeholder management skills, with the ability to work independently and across multiple teams.
Previous experience in Property and Casualty (P&C) insurance, general insurance, or banking is highly advantageous.
ITIL, DevOps, or other relevant technical certifications are considered a plus.