Job Description

:Job Title- Application Support analyst
ARL- 6
Solution Line- Tyche-STG
Position type- Full Time
Working Style- Hybrid
Shift timings- 10 AM- 7 PM
Work Location- Bangalore
Cab Facility- Yes
People Manager role: No
Required education and certifications critical for the role- B.E/B.Tech or any equivalent Degree
Required years of experience - 4-7 years of relevant experienceAON IS IN THE BUSINESS OF BETTER DECISIONSAs an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.INFORMATION ABOUT THE BUSINESSThe Strategy and Technology Group (STG) is a new initiative within Aon to deliver innovative consulting and technology solutions to its clients. This is a great opportunity to join a growing group and to work with a highly skilled, collaborative. team of actuarial and software experts who are using the latest technology to deliver next generation products for insurance markets.GENERAL DESCRIPTION OF ROLE:An application support engineer (ASE) is an IT professional who is responsible for troubleshooting the software applications a Company uses and ensuring that help desk tickets are resolved in a timely fashion.in a large enterprise, an ASE may act as a subject matter expert for a specific software stack.JOB RESPONSIBILITIESWhat the day will look like Your days will be varied, ranging from defining processes, gathering knowledge, working with internal and external partners. Typical tasks may include:

• Triaging issues coming into the team based on severity, client and application area.
• Review and validate issues, ensuring that they can be reproduced.
• Answering queries based on your product knowledge.
• Build and maintain a knowledge base enabling you and others to solve L2 type issues.
• Continuously learn about the product, building your ability to answer more and more complex issues, and remaining up-to-date on new functionality.
• Work with L1 and the development team on a process that ensure efficient managing of tickets.
• Provide monitoring support to show ticket throughput, resolution time and other key metrics.
• Work according to the required shift patterns.
• Provide hand-over notes to other team members as required.
• Support Major Incidents through both providing MI management and resolution activities.
• Identify trends and focus areas for product improvements for roadmap review.
• Build and deliver internal and external training materials.
• Deliver server requests.

Skills and experience that will lead to success

• Degree or equivalent qualification in a computer/business related discipline
• Working in a software support function to at least a senior level
• Ability to learn quickly and apply that knowledge
• Supporting hosted applications preferably in Azure
• Knowledge of IT Service Management tools and processes e.g. ITIL
• Strong knowledge of using and configuring issue management and CMS systems
• A strong analytical mindset
• Proven ability to work successfully with colleagues and clients in high pressure situations
• Clear communicator
• Positive attitude and customer focus with excellent time management skills
• Willingness to share knowledge and build a supportive culture

How this opportunity is different
In the Strategy and Technology Group, youll be working with some of the brightest minds around, full of drive and energy to deliver the best solutions to our clients. This is an opportunity to contribute to a market-leading business with intent to grow massively,
backed by a global organization with the resources to succeed. For Tyche, the next steps in our roadmap offer exciting opportunities to work on cutting-edge high-performance compute technologies.HOW WE SUPPORT OUR COLLEAGUESIn addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two Global Wellbeing Days each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions,but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential.As a result, at Aon, you are more connected, more relevant, and more valued
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law.Please contact us to request an accommodation on ReasonableAdjustments@Aon.com Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.#LI-RK2 2537574

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