IT Support analyst (L2)

We have a decentralized support organization covering several countries of Asia-Pacific region where customers requests are processed by local agents, additionally we now actively build a process of managing internal incidents from our colleagues from these markets. As the organization is growing we need a strong technical person for the role of L2 Support analyst who can resolve complex tickets, create and execute efficient process of analyzing data about coming customer requests, find key issue, and drive Problem management practices within the organization.

The role will have several areas of responsibilities:

Incident management (Key one)

• Handling complex technical incidents escalated by L1 support agents in areas of: Payments, Billing, BNPL. For example incorrectly calculated payments, commissions, etc
• Closely work with Development team on resolving all raised issues and build own expertise to resolve such cases, collaborate with different teams to ensure timely and effective incident resolution, keep stakeholders informed about the incident's status, progress, and resolution timelines
• Be accountable for the queue of internal incidents & requests escalated by Markets

Problem management

• Root cause analysis. Conduct in-depth analysis to determine the root causes of recurring incidents.
• Trend analysis. Identify patterns and trends in incidents to proactively address potential problems
• Based on the results of root cause analysis and other activities enrich our internal knowledge base to facilitate faster incident resolution

Monitoring

• Daily checks of Google Play crash reports, Sentry, Firebase and any other monitoring systems to identify errors affecting multiple users, perform initial analysis and escalate incident/bug to Development/Devops team

Process improvements

• Suggest improvements to incident, problem, knowledge management (or any other) processes for increased efficiency

Requirements:

• Fluent English is a MUST to communicate with market representatives
• Strong analytical skills
• Understanding of financial products structure
• Ability to make queries to databases (SQL)
• Ability to read logs and configs (YML, JSON)
• Understanding of what an API is (REST API)
• Knowledge of the HTTP protocol and its error codes
• Experience with Grafana and reading graphs from it would be a plus
• The ability to read code (Python in particular) would be an advantage
• Experience in IT support from
• Knowledge of ITIL principles
• Experience in problem management and root cause analysis
• Ability to work effectively in a flexible and changing environment, manage a variety of tasks and priorities, and be able to work under pressure
• Strong interpersonal skills, able to work with different individuals/teams
• Experience working with ITSM systems (Jira, Zendesk, etc)
• Basic knowledge of reporting in Excel and Power BI

What we offer:

• Official employment, competitive salary
• International fintech
• Comfortable office in Moscow City
• Flexible working hours for an optimal work-life balance
• Great opportunity for professional development within a young and fast-growing company