Support Analyst – Junior

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Sensedia

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

💼 Consulting

🛡️ Insurance

📦 Logistics

💰 Private Equity Round on 2021-05

Consulting • Insurance • Logistics

Sensedia is a leading company in the API management industry, recognized by The Forrester Wave™ for its innovative solutions. Sensedia specializes in enabling businesses to streamline and optimize their digital experiences through efficient API management, integration flows, and microservices. Their platform supports a wide range of industries, including Artificial Intelligence, Banking & Financial Services, E-commerce & Retail, and Insurance & Risk Management. Sensedia offers a robust suite of tools and services such as API Management Platform, Service Mesh, API Adaptive Governance, Open Banking, and Integrations, which are designed to help businesses leverage modern technology to innovate and drive growth. With over 15 years of experience, they provide expert services to enhance API strategies, ensuring secure, scalable, and flexible architecture solutions.

📋 Description

• Monitor, respond to, and provide support for client environments. • Perform initial incident analysis. • Monitor alerts and log and handle tickets. • Identify issues and route them to the appropriate teams. • Help ensure service availability and stability. • Identify, analyze, and address infrastructure and application alerts. • Create, track, and update tickets using Zendesk. • Proactively contact clients during outages or service disruptions. • Execute first-level (N1) operational procedures. • Escalate incidents to specialized teams when necessary. • Follow the incident lifecycle through to resolution. • Document incidents, applied solutions, and opportunities for improvement. • Assist in creating and updating procedures and technical documentation.

🎯 Requirements

• Experience handling and managing tickets using Zendesk. • Knowledge of environment monitoring using Prometheus or similar tools. • Ability to interpret logs, metrics, and alerts. • Knowledge of incident management processes and technical support best practices. • Familiarity with Grafana. • Familiarity with observability and monitoring concepts. • Knowledge of ITIL or IT service management frameworks. • Experience in NOC operations or Service Desk.

🏖️ Benefits

• Meal Allowance / Food Voucher (Flash benefits card) • Health insurance • Dental plan • Life insurance • Performance-based bonus / Profit-sharing (PPR) • TotalPass (wellness benefits platform) • Childcare assistance • Well-Being program (for physical and mental health) • Corporate University (our #SensediaAcademy), with multiple development tracks • Cultural and educational partners with special discounts • Extended maternity and paternity leave