Senior Analyst - Service Management (DB Support)

Accelya is looking for a Senior Analyst - Service Management to provide high-quality operational and technical application and systems support to customers and internal business functions. You'll be responsible for a holistic view of customer processes, handling incidents, conducting detailed root cause analysis, and participating in high-priority incident resolution. This role requires strong analytical skills and a commitment to continuous improvement.

Duties & Responsibilities

• Have a macro view of all customer processes .
• Handle incidents and ensure response and resolution to incidents with detailed RCA within SLAs .
• Participate in P1 and P2 severity level incidents to ensure timely response and resolution within SLAs.
• Provide and review technical and functional analysis for the Development team as part of Bug Analysis.
• Guide and mentor the L2 Support team.
• Participate from a techno-functional point of view during reviews with customers.
• Perform causal analysis on incidents logged by customers with the objective of permanent reduction.
• Work in shifts in alignment with customer time zones.

Knowledge, Experience & Skills

Skills Required

Incident Management, technical reviews , Functional Analysis, causal analysis , Oracle Pl / sql, Java