About the Team:
The BIS team comprises developers, analysts, and product managers who play a critical role in providing the business with data-driven solutions. We take data from various sources, convert it, merge it, model it, and present it in a usable format for the organization to consume. BIS has touchpoints across more departments than any other product development team, and the business relies on our data and systems for key insights, decision-making, and opportunity identification
Historically, our tech stack was based on on-premises MS SQL Servers. However, we are transitioning to cloud-based solutions, leveraging Microsoft’s Azure platform to modernize our infrastructure.
About the Role:
As a Technical Support Analyst (TSA), you will play an integral role in the support team, focusing on three core areas: Incident/Request Management, Batch Management, and Event Management.
Your responsibilities will include providing proactive support by logging, managing, and prioritizing incidents and requests. You will monitor BIS process batches, identify and investigate any issues, and work to resolve them. Complex or recurring issues will be escalated to developers for further analysis. Additionally, you will implement key business processes linked to critical events and participate in routine system maintenance, such as patching. You'll be part of a dynamic team of Support Analysts and Developers, led by a Support Manager, working together to ensure the seamless operation of BIS systems.
Responsibilities:
● Acting as the primary point of contact for business users regarding incident management and service requests
● Monitoring and managing the team helpdesk inbox
● Overseeing and resolving issues related to daily batch processes
● Implementing and managing Key Event processes
● Monitoring the operational status of servers and assisting with infrastructure patching
● Ensuring complete, accurate, and timely logging of callouts
● Supporting departmental KPI reporting efforts
Qualification
● Bachelor's Degree in a related field. (Final-year undergraduates will be considered
● Related Industry certifications will be an added advantage
Required Skills
● Strong communication, organizational, and problem-solving skills
● Solid understanding of IT tools and technologies
● Experience with data querying using SQL (from Basic to Advanced)
● Familiarity with Business Intelligence concepts
● Strong documentation and reporting skills
Preferred Skills
● Experience with BI Tools such as MS SQL Server, SSIS
● Skills in creating business reports using tools like SSRS, PowerBI, or similar
● Experience with ServiceNow
● Familiarity with Azure
Benefit
At NEXT Technology, we believe in taking care of our people, which is why we offer a range of benefits designed to support your well-being and professional growth from the very start of your journey with us.
● Comprehensive Medical Insurance: Your health matters to us. That’s why all employees receive excellent medical insurance coverage from day one, ensuring you and your family are well looked after.
● Exclusive NEXT Online Shopping Allowance: Enjoy an annual allowance to shop for your favorite fashion and lifestyle items from NEXT Online, with access to a wide range of products available globally.
● Employee Assistance Program: We care about your well-being both inside and outside of work. Our Employee Assistance Program provides confidential support for personal professional challenges, helping you maintain a healthy work-life balance.
● Training and Development: Your growth is our priority. At NEXT Technology, you’ll have access to a variety of Training and Development programs to sharpen your skills, advance your career and stay ahead in the ever-evolving world of IT.
These are just a few of the benefits you’ll enjoy when you become a part of our innovative supportive team at NEXT Technology!
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