IoT Application System Analyst

Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Job Title 

IoT Application Support Analyst

Location 

Bangalore, India

About Us

Ingersoll Rand is a global provider of mission-critical flow creation, life science and industrial solutions. Ingersoll Rand’s Global Engineering & Technology Center (GEC) in Bangalore, A GREAT PLACE TO WORK CERTIFIED WORKPLACE is driven by an ownership mindset and entrepreneurial spirit, has been a beacon of innovation for over 19 years, embodying our purpose to “Make Life Better” for our employees, customers, shareholders and the planet.  

The Engineering & Technology center has expertly supported a diverse range of industrial products, offering deep expertise in core and digital engineering space. By cultivating a sense of inclusion, belonging and respect, and a collaborative culture, the GEC has fostered the most talented and capable engineers, thereby playing a pivotal role in driving Ingersoll Rand’s purpose and strategic focus areas. 

Job Summary:

Application support analyst to oversee the installation and maintenance of IoT (internet of things) software applications in order to streamline business operations. Including optimizing IoT Edge and Cloud software application performance and performing debugging procedures.

You will provide support to the first line support and engineers and development teams with application support issues and closely monitor key systems reacting to incidents in a pro-active manner.

Key Responsibilities:

• Maintain front end bespoke platform
• Create and maintain functional documentation
• Conduct and document application testing
• Identification and replication of software problems and where appropriate, provide an interim solution to the problem. 
• Provide support via ticketing system, email and phone
• To provide training and support to our internal staff and distributors
• Liaising with third party companies to fulfil business requirements
• Investigating and diagnosing system faults and errors
• Provide support to customers concerning the configuration and operation of products.
• Assist with testing of new software releases.
• Maintenance and update of customer problems following a software release.
• Maintain and improve knowledge of software.
• Reporting of progress of ongoing activities to the Support Manager. 
• Communication of known faults and their work around to other members of the Support & Implementation team.
• Recommendation to the Manager of improvements to the support operation.
• Administration of data tariffs (edge sim devices)
• Customer account maintenance (cloud portal)
• Coordination with IoT development team for improvements

Working Calendar:

India and UK business hours, Occasional Weekend / Holiday support

Essential Skills:

• 4+ years of Proven experience as an Application support analyst
• 3+ years of providing customer support via ticketing system, email and phone meeting agreed KPIs
• 2+ years of experience in trouble shooting, installing and updating remote connectivity software
• Excellent written and verbal communication skills

Key Competencies:

• Proficient in English Language                
• Attention to detail and problem solving skills
• Strong organizational skills with the ability to multi-task
• The ability to relay technical information to non-technical users and elicit clients' needs
• Customer service skills
• The ability to work independently but also as a part of a team
• A proactive attitude
• Ability to work to deadlines and give realistic estimates
• Willingness to learn.

Qualifications:

• BTech in Computer Science/ Electronics and Communication or equivalent
• 4 - 6 years of relevant industry experience

What we Offer

• We are all owners of the company! Stock options (Employee Ownership Program) that align your interests with the company's success.  
• Yearly performance-based bonus, rewarding your hard work and dedication.  
• Leave Encashments.
• Maternity/Paternity Leave.
• Employee Health covered under Medical, Group Term Life & Accident Insurance.
• Employee Assistance Program.
• Employee development with LinkedIn Learning.
• Employee recognition via Awardco.
• Collaborative, multicultural work environment with a team of dedicated professionals, fostering innovation and teamwork.  

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit www.IRCO.com.