Lead Software Analyst

Accountabilities:

• Incident Management and Triage: Monitor, prioritize, investigate, and resolve production incidents based on severity and business impact, ensuring timely resolution within established SLAs.

• Database Development and Support: Maintain and troubleshoot Oracle PL/SQL codebases, write and optimize complex SQL queries, perform database scripting, validate data, and execute necessary data patches.

• Application Troubleshooting: Investigate production issues in Java/J2EE applications, review application code and dependencies, analyze logs, and use debugging tools to identify software defects and performance bottlenecks.

• Technical Investigation and Escalation: Conduct detailed root cause analysis, isolate issues, document findings, and escalate validated code-fix requirements to engineering teams with clear technical evidence and recommendations.

• Customer and Stakeholder Communication: Participate in customer calls, address technical queries, explain complex issues, and provide clear updates on incident status, workarounds, and resolutions.

• Cross-Functional Collaboration: Work closely with development, QA, operations, and infrastructure teams to coordinate incident resolution and facilitate technical discussions or emergency response meetings when required.

• Performance Optimization: Identify database inefficiencies, memory leaks, thread deadlocks, and application bottlenecks to improve system reliability and performance.

• Issue Tracking and Reporting: Maintain accurate incident records using tools such as JIRA and ServiceNow, monitor resolution progress, and communicate follow-up actions to relevant stakeholders.

• Process Improvement and Documentation: Develop troubleshooting guides, standard operating procedures, and technical documentation while identifying opportunities to automate repetitive tasks and improve monitoring and support workflows.

• Operational Compliance: Follow established production support procedures, ensure adherence to operational standards, and contribute to post-incident reviews and long-term service improvements.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.

• Proven experience in L2 production support, incident management, application troubleshooting, and SLA-driven environments.

• Strong expertise in Oracle PL/SQL, including collections, VARRAY, cursors, exception handling, packages, procedures, and functions.

• Advanced SQL knowledge, including complex queries, subqueries, different types of joins, built-in Oracle functions, and database scripting.

• Working knowledge of Java/J2EE, with hands-on experience investigating and debugging enterprise applications.

• Familiarity with debugging and profiling tools such as JProfiler, JConsole, and VisualVM.

• Knowledge of web services, SOAP, REST APIs, and application integrations.

• Experience with monitoring solutions such as Instana and Glowroot, as well as ticketing platforms such as JIRA and ServiceNow.

• Familiarity with version control systems such as SVN and GitHub.

• Experience using Linux/Unix commands and Microsoft PowerShell for troubleshooting and scripting.

• Understanding of database architecture, data modeling, entity relationships, normalization, data dictionaries, and schema design.

• Strong analytical, problem-solving, and debugging abilities, with the capacity to investigate complex incidents under pressure and recommend effective workarounds.

• Excellent written and verbal communication skills, including the ability to explain technical concepts to customers and non-technical stakeholders.

• Strong collaboration, coordination, and stakeholder management skills, with the ability to work independently and across multiple teams.

• Previous experience in Property and Casualty (P&C) insurance, general insurance, or banking is highly advantageous.

• ITIL, DevOps, or other relevant technical certifications are considered a plus.

Benefits:

• Full-time employment opportunity.

• Remote working arrangement within India.

• Opportunity to work on enterprise-scale insurance applications and critical production systems.

• Exposure to advanced database technologies, Java/J2EE applications, APIs, and enterprise monitoring solutions.

• Opportunity to collaborate with experienced development, QA, infrastructure, and operations professionals.

• Professional growth through complex technical troubleshooting, database optimization, and application support responsibilities.