{"id":4199392,"url":"https://alion.io/job/zensar-technologies-technical-support-analyst-professional-service","title":"Technical Support Analyst, Professional Service","company":{"id":59576,"name":"Zensar Technologies","domain":"zensar.com","url":"https://alion.io/company/zensar-technologies","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":86,"open_postings":57,"ghost_share":0.175,"stale_share":0.088,"repost_share":0.439,"time_to_fill_p50_days":7,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Belgrade, Serbia"],"countries":["RS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"ASP.NET Core","optional":true},{"name":"C#","optional":true},{"name":"ETL/ELT","optional":true},{"name":"GitHub","optional":true},{"name":"JavaScript","optional":true},{"name":"MS SQL","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"Redis","optional":true}],"status":"live","first_seen_at":"2026-11-12T11:40:22Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T21:41:05Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The Adaptiv Client Experience (CX) team serves as the primary point of contact for clients and is responsible for supporting business-critical production environments. The role combines technical troubleshooting, client relationship management, incident coordination, and operational support across hosted and managed service environments.\nThe successful candidate will work closely with clients, Product Support, Operations, Infrastructure, Development, and other internal teams to ensure the stability, performance, and ongoing support of client production systems.\n Client & Service Management\nAct as the first point of contact for client issues and service requests\nManage and maintain client relationships\nServe as the primary support owner for assigned client production environments\nProvide L1 and L2 support for hosted and managed service clients\nDeliver business-hours support in line with contractual obligations\nCommunicate effectively with clients and internal stakeholders\nProvide ongoing support to functional resources during client issue triage and technical investigations\nServe as a technical escalation point for complex client issues\nIncident & Operational Support\nManage incidents and technical investigations\nCoordinate Root Cause Analysis (RCA) activities and follow-up actions\nManage escalations and stakeholder communication during incidents\nMonitor and support End-of-Day (EOD) and End-of-Month (EOM) processing activities\nPerform recovery activities following system or batch failures\nCoordinate change management and release activities\nSupport environment maintenance and operational readiness activities\nContribute to SLA reporting and service governance activities\nCoordinate technical support queue management and resolution tracking\nCollaborate with Product Operations teams to investigate monitoring and operational issues\nReport software defects, reliability issues, and maintenance concerns to Product Support and Development teams\nCross-Team Coordination\nCoordinate activities across Product Support, Operations, Infrastructure, Development, and client teams\nEnsure timely communication, issue ownership, and resolution tracking\nSupport DR testing, maintenance events, and client onboarding/handover activities\nLiaise with functional support teams to address critical client support items\nWork independently on smaller CX initiatives and support project execution activities\nWorking Pattern\nParticipation in regular weekend on-call support coverage\nWillingness to occasionally participate in out-of-hours support rotations when required\nSupport for planned maintenance, critical incidents, and client-specific operational activities\nHybrid working arrangement, with some work-from-home days available in line with business needs and company policy\n 3+ years of experience in enterprise application support, production support, technical operations, or financial software support.\nStrong troubleshooting, analytical, and problem-solving skills\nExperience supporting Windows-based environments\nWorking knowledge of SQL and relational databases\nWorking understanding of database backup and recovery principles, including backup validation, retention, and restoration procedures\nExperience handling production incidents and client escalations\nExcellent written and verbal communication skills in English\nAbility to coordinate activities across multiple technical teams\nAbility to work independently while managing multiple priorities\nWillingness to participate in occasional weekend and out-of-hours support coverage\nExperience supporting web-based enterprise applications\nAbility to work effectively within globally distributed and remote teams\nPreferred Skills & Experience\n5+ years of relevant industry experience\nFinancial services or banking industry experience\nExposure to Adaptiv, ACR, CRM, Market Risk, or Credit Risk platforms\nExperience supporting hosted, SaaS, or managed service environments\nExperience with disaster recovery (DR) testing, batch processing, and SLA reporting\nStrong SQL skills, including: T-SQL, Query performance analysis, SQL Agent Jobs, Complex SQL query writing (joins, aggregations, functions)Debugging stored procedures, views, and database functions, Microsoft SQL Server Management Studio (SSMS)\n\nETL experience\nUnderstanding of XML and JSON data formats\nCapital Markets / Credit Risk domain knowledge\nNice to Have - Experience with one or more of the following technologies:\nPlatforms & Infrastructure\nRedis databases\nMessage queuing technologies\nCOM services\nIIS administration and troubleshooting\nDevelopment & Automation\nPowerShell\nPython\nC#\n.NET Framework\nASP.NET Web Forms\nASP.NET MVC\nWeb Services\nJavaScript\nVisual Studio debugging\nSource Control & DevOps\nPerforce\nGitHub\nIdeal Candidate Profile\nA technically strong support professional who is comfortable working directly with clients, troubleshooting complex production issues, coordinating across multiple teams, and supporting critical financial systems in a fast-paced production environment.","description_format":"text","description_chars":5024,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Serbia","iso":"RS","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams"],"lifecycle":[{"event":"open","at":"2026-11-12T21:41:05Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-12T22:58:58Z"},"pay":null,"html_url":"https://alion.io/job/zensar-technologies-technical-support-analyst-professional-service","json_url":"https://alion.io/job/zensar-technologies-technical-support-analyst-professional-service.json","meta":{"generated_at":"2026-11-12T22:58:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":48602,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":59576},"rest":"https://alion.io/mcp/rest/get_company?id=59576"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzensar-technologies-technical-support-analyst-professional-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzensar-technologies-technical-support-analyst-professional-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzensar-technologies-technical-support-analyst-professional-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zensar-technologies-technical-support-analyst-professional-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzensar-technologies-technical-support-analyst-professional-service"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4199392}},{"tool":"search_jobs","arguments":{"company":"zensar.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4199392},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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