Majesco
From Majesco's careers page
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As a Software Support Analyst, you will play a crucial role in realizing this vision.
At Majesco, our vision is to create innovative, hyper-relevant, compelling, and personal ways of connecting people and Businesses to Insurance. We believe in bringing together the brightest minds to build the future of Insurance - a world where Insurance makes life and business more accessible, connected, and better protected.
As a Software Support Analyst, you will play a crucial role in realizing this vision. If you share our vision and are ready to contribute to this exciting journey, we invite you to join us.
The Triage Support role focuses on the timely identification, diagnosis, and resolution of production issues to ensure smooth and uninterrupted operations of critical systems and services. This role involves being a first responder, triaging incidents, engaging the right teams after the troubleshooting and issue isolation, and ensuring the quickest possible resolution while maintaining high service standards.
Majesco is actively seeking an Oracle PL SQL Analyst to join our team. This role is crucial for maintaining our Majesco Insurance Products, specifically the Policy, Billing and Claims products. As an analyst, you will be responsible for maintaining the data module of these applications, which are in the Oracle code base, ensuring their smooth operation and performance.
This role is critical in maintaining the stability of production systems, ensuring quick incident recovery, and preventing future disruptions through continuous improvement.
Prioritize and triage incoming incidents based on severity and impact.
Escalate critical incidents to the appropriate teams or subject matter experts.
Monitor, investigate, and troubleshoot production issues in Java J2EE applications.
Leverage strong Oracle development skills and foundational Java knowledge to efficiently triage and resolve L2 production support incidents
Analyze and execute necessary data patches while delivering clear, documented resolutions for customers
Perform in-depth technical investigations to isolate software defects and escalate code-fix requirements to the engineering team with structured evidence
Frontend client interactions, joining customer calls independently or alongside technical leads to address and resolve complex technical questions.
As part of L2 Production support Triage Team responsible for analyzing all the production support cases and concluding the triaging part with the clear action plan.
Conducting in-depth analysis of reported cases and escalating validated code-fix requirements to the engineering team with comprehensive documentation and evidence
Resolving customer query and how-to cases with clear, thorough insights and supporting documentation to ensure absolute clarity
To support and maintain the existing Oracle code base and debug the application
Database scripting and data verifications
Maintain accurate incident logs in ticketing systems (e.g., JIRA, ServiceNow).
Ensure timely updates and communication regarding issue status to stakeholders.
Track and report on incident resolution progress and follow-up actions.
Work closely with Development, Operations, and QA teams to resolve production issues.
Coordinate and facilitate incident resolution meetings or "war rooms" when necessary.
Act as a liaison between technical and non-technical teams to streamline problem resolution.
Participate in post-incident reviews to identify root causes and long-term solutions.
Analyse logs and diagnostic data to quickly identify the root cause of issues.
Suggest and implement improvements to existing triage and support processes.
Assist in automating repetitive tasks and enhancing monitoring capabilities.
Provide feedback to improve system monitoring, documentation, and processes.
Ensure 100% compliance with established production support guidelines and operational workflows.
Create and maintain troubleshooting guides and SOPs for handling recurring issues.
Document incident resolution processes for future reference.
Strong understanding of production environments and IT infrastructure (e.g., databases, servers).
Strong knowledge of Oracle PL/SQL with hands on experience in writing SQL queries with different types of joins.
Expertise in PL/SQL: collections, VARRAY, exception handling, cursors, package/ procedure/ function
Expertise in SQL: sub-queries, joins, oracle inbuilt functions
Good knowledge of Java with hands on experience.
Debug J2EE applications using tools like JProfiler, JConsole, or VisualVM.
Knowledge of Web Services (SOAP, REST etc.) and API related integrations.
Proficiency in monitoring tools (e.g., Instana, Glowroot) and ticketing systems.
Knowledge of Version Control tools, e.g., SVN, Git Hub
Experience with Linux/Unix/MS PowerShell commands and scripting for troubleshooting.
Strong analytical & debugging skills.
Address critical incidents within SLA & suggest workarounds.
Experience in Production Support and its process.
Experience with complex data modelling/entity relation modelling and design techniques, database normalisation theory, data dictionary, and schema design techniques.
Identify memory leaks, thread deadlocks, and performance bottlenecks.
Optimize database queries and enhance system efficiency.
Ability to quickly diagnose complex technical issues under pressure.
Solid analytical and troubleshooting skills.
Review Java J2EE code, APIs, and system dependencies to understand and resolve issues.
Excellent verbal and written communication skills for interacting with technical teams and business stakeholders.
Strong interpersonal skills to work effectively with multiple teams and across departments.
Experience with managing and escalating critical incidents effectively
Prior experience or domain knowledge in the Property & Casualty (P&C) Insurance sector is highly advantageous.
Experience in Insurance or Banking Domain will be a plus
Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
Prior experience in production support, incident management, or triage roles.
Certifications in ITIL, DevOps, or relevant areas are a plus.
Database & SQL: Strong knowledge of Oracle PL/SQL, MSSQL, or SQL Server. Hands-on experience writing complex SQL queries and different types of joins. (Database programming is heavily prioritized).
Programming Basics: Basic hands-on knowledge of Java/J2EE
Production Support: Proven experience in L2 production support, triage, and SLA management.
Problem Solving: Evidence of strong analytical, debugging, and incident-handling skills, including suggesting workarounds.
Integration: Knowledge of Web Services (SOAP, REST) and API integrations.
Communication: Proven customer-facing communication, stakeholder collaboration, or client-call experience.
Domain Expertise: Experience in the P&C Insurance, general Insurance, or Banking domains.
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