Job Description
Job Description
Hansen Technologies India is looking for Support Analysts in Pune.
HANSEN TECHNOLOGIES
Hansen (ASX: HSN) is a global provider of software and services to the energy, water and communications industries. With our award-winning software suite, we help more than 600 customers in over 80 countries to create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes.
We are a culture of persistent problem solvers, together on a journey with our customers striking the right balance between the legacy and future advancements. Striving for infinite progression, rather than the perfect destination, our philosophy is rooted in the belief that incremental innovation and co-development, together with our customers, is the pragmatic path forward rather than over-hyped large-scale disruptions.
Key Responsibilities
• Work with the Managed Services Team to provide operational support to Hansen clients
• Assist with Application Maintenance processes such as Problem Management, Performance & Capacity
• Assist in Service Improvement Initiatives and small change work
• Gain an ******** knowledge of the client’s implementation and critical business processes
• Investigate new incidents as reported by customers, and ensure the issue is properly
• understood and documented
• Gather necessary evidence for triage and incident resolution
• Fulfil client service requests
• Perform daily operational tasks in Production environments
• Escalate Sev1 or urgent issues as needed to the appropriate teams and management.
• Resolve incidents per Hansen triage and resolution processes or escalate to Tier 2 for
• additional assistance.
• Communicate regularly with customer and internal resources on the status of the incident per accepted guidelines
• Ultimately responsible for the resolution of all incidents opened by the client
• Assist with the implementation, configuration, and maintenance of utility and monitoring scripts (PowerShell, Bash (Linux Shell)) as part of product monitoring solutions
• Provide after-hours support for Sev1 situations as part of a 24x7 on-call Rota
About You
You’re someone who has:
• At least 2 years of experience in software development company in roles such as technical support, business analysis, help desk, project management team, client on-site support, or other customer-facing technical roles
• Good scripting knowledge – (PowerShell, Bash (Linux Shell))
• Windows Server Knowledge: Windows Server OS, IIS, Windows Services,
• General Administration, and troubleshooting – Active Directory, DNS, Event Logs
You’re Someone Who (may) Have
• Experience with AWS Cloud Platforms and services, including setting up, using, and troubleshooting issues in 3 or more of the following: Kubernetes, Jaeger, Kibana, Grafana, Elastic Search, and Postgres SQL
• Intermediate level of knowledge of Relational Database like MS SQL, Oracle, and NoSQL Database: understanding of Security, Stored Procedures, SQL Profiling, and strong knowledge of a Query language
• Experience with MongoDB
• An understanding of CI/CD principles, technologies, and processes
• Working knowledge of Docker or other container technologies
• Some experience in QA and user acceptance testing
• Node.js server experience
• Strong problem-solving skills
• Must be able to debug and troubleshoot product issues in a complex environment
• Able to provide workarounds and/or propose solutions independently and/or by collaborating with internal teams
• Strong communication skills (written, verbal), and interpersonal skills to be able to communicate effectively with all levels of staff and external clients
N EXT STEPS
Please submit your CV and apply directly via the link or our career’s page. Our internal Talent Acquisition – N ix will review all applications and have an initial call to understand your experience and expectations. From there you may progress through our formal interview process that may entail two or three rounds
Hansen Technologies India is looking for Support Analysts in Pune.
HANSEN TECHNOLOGIES
Hansen (ASX: HSN) is a global provider of software and services to the energy, water and communications industries. With our award-winning software suite, we help more than 600 customers in over 80 countries to create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes.
We are a culture of persistent problem solvers, together on a journey with our customers striking the right balance between the legacy and future advancements. Striving for infinite progression, rather than the perfect destination, our philosophy is rooted in the belief that incremental innovation and co-development, together with our customers, is the pragmatic path forward rather than over-hyped large-scale disruptions.
Key Responsibilities
• Work with the Managed Services Team to provide operational support to Hansen clients
• Assist with Application Maintenance processes such as Problem Management, Performance & Capacity
• Assist in Service Improvement Initiatives and small change work
• Gain an ******** knowledge of the client’s implementation and critical business processes
• Investigate new incidents as reported by customers, and ensure the issue is properly
• understood and documented
• Gather necessary evidence for triage and incident resolution
• Fulfil client service requests
• Perform daily operational tasks in Production environments
• Escalate Sev1 or urgent issues as needed to the appropriate teams and management.
• Resolve incidents per Hansen triage and resolution processes or escalate to Tier 2 for
• additional assistance.
• Communicate regularly with customer and internal resources on the status of the incident per accepted guidelines
• Ultimately responsible for the resolution of all incidents opened by the client
• Assist with the implementation, configuration, and maintenance of utility and monitoring scripts (PowerShell, Bash (Linux Shell)) as part of product monitoring solutions
• Provide after-hours support for Sev1 situations as part of a 24x7 on-call Rota
About You
You’re someone who has:
• At least 2 years of experience in software development company in roles such as technical support, business analysis, help desk, project management team, client on-site support, or other customer-facing technical roles
• Good scripting knowledge – (PowerShell, Bash (Linux Shell))
• Windows Server Knowledge: Windows Server OS, IIS, Windows Services,
• General Administration, and troubleshooting – Active Directory, DNS, Event Logs
You’re Someone Who (may) Have
• Experience with AWS Cloud Platforms and services, including setting up, using, and troubleshooting issues in 3 or more of the following: Kubernetes, Jaeger, Kibana, Grafana, Elastic Search, and Postgres SQL
• Intermediate level of knowledge of Relational Database like MS SQL, Oracle, and NoSQL Database: understanding of Security, Stored Procedures, SQL Profiling, and strong knowledge of a Query language
• Experience with MongoDB
• An understanding of CI/CD principles, technologies, and processes
• Working knowledge of Docker or other container technologies
• Some experience in QA and user acceptance testing
• Node.js server experience
• Strong problem-solving skills
• Must be able to debug and troubleshoot product issues in a complex environment
• Able to provide workarounds and/or propose solutions independently and/or by collaborating with internal teams
• Strong communication skills (written, verbal), and interpersonal skills to be able to communicate effectively with all levels of staff and external clients
N EXT STEPS
Please submit your CV and apply directly via the link or our career’s page. Our internal Talent Acquisition – N ix will review all applications and have an initial call to understand your experience and expectations. From there you may progress through our formal interview process that may entail two or three rounds
💡 Quick Summary
Seeking a career-building opportunity? The Support Analyst position is now open for candidates interested in the BPO Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
