JOB DESCRIPTION
Job Overview
The Digital1st Triage analyst will be responsible for triaging incidents logged by customers using D1st portals in production. The analyst should analyze the ticket and bucket it in the right category for further analysis.
Digital1st is anext generationplatform developed by Majesco to deliver the Digital needs of its Insurance customers. Analyst will be trained on the D1st platform and core systems to equip him with the knowledge to conclude on the analysis.
Roles and Responsibilities
- Get into customer calls if needed and capture the exact steps and logs of the issue encountered
- Query the error tables in database and get the relevant logs and attach it to the ticket.
- Identify and analyze data discrepancies related to the issue and execute data fixes/corrections in compliance with established procedures and guidelines
- Analyze the instana traces and figure out the probable steps that the end user executed to get the issue. Analyst will be trained on instana post joining
- Bucket the issue in the right category so that issues occurring due to underlying core systems are filtered out.
- Work closely with various triage team members, TAM/escalations team members, and IT/Cloud support to resolve issues in a timely manner and escalate more complex problems as needed
- Document the analysis, data fixes and resolutions clearly, keeping detailed logs for reporting and auditing purposes. Regularly update the triage team and stakeholders on progress.
- Attend SEV1 calls and provide periodic updates.
- Provide proper handover incase of working in shifts.
- Co-ordinate with Digital 1st Platform team for issue resolution.
- Monitoring the application through available tools.
- Grooming other team members
Skills & Knowledge
Technical
Essential skills
- Conceptual understanding of Object-Oriented Programming.
- Basic database queries
- Hands-on programming experience with strong exposure to debugging issues.
Desirable skills
- jQuery/Angular/React
- Bootstrap
- Experience of integration using platform/tool will be an added advantage
- Experience on working with configuration driven tools/platforms/framework would be added advantage
Behavioral
Essential skills
- Positive attitude
- Good communication
- Teamwork and adaptability
- Analytical thinking and problem solving
- Flexibility
Domain Exposure
Desirable skills
- Insurance knowledge of P&C and/or L&A
Agile/Scrum Exposure
Desirable skills
- Good working knowledge of Agile methodologies & ceremonies
