Senior Systems Analyst

Location: Kochi, India

Introduction Welcome to Gallagher in India — where expertise, technology, and purpose come together. Since 2006, Gallagher in India has supported global teams by delivering quality, service, and speed through deep expertise, smart technology, and specialized knowledge services. More than just an operations center, it’s a place where careers grow through collaboration, continuous learning, and purposeful work. We drive efficiency, compliance, and innovation so our teams can focus on serving clients. If you enjoy solving problems and working with purpose, Gallagher is the place where you can grow and feel a sense of belonging. Overview The Senior Systems Analyst supports production operations for business-critical applications, systems, workflows, integrations, and related business processes. This role serves as a bridge between business users, support teams, vendors, and development teams by driving issue resolution, managing system administration, coordinating operational processes, and ensuring work progresses efficiently through support and development lifecycles. The ideal candidate is a self-starter who can work independently, communicate effectively with technical and business stakeholders, and consistently execute established operational and development processes with minimal supervision. How you'll make an impact Monitor production systems, workflows, integrations, and critical business processes to identify issues, performance concerns, and operational risks. Troubleshoot and coordinate resolution of production incidents, working with business users and developers as needed. Perform and validate system configuration, user administration, and access management. Manage root cause analysis activities and recommend corrective actions to prevent recurring issues. Drive work through established Jira workflows, ensuring tickets are properly documented, prioritized, assigned, and progressed through support and SDLC processes. Manage change and release processes, including CRQs, deployment coordination, production readiness reviews, implementation activities, post-release validation, and operational stabilization. Maintain support documentation, operational procedures, dashboards, and reporting related to system performance, backlog health, and production support activities. Identify opportunities to improve support processes, system stability, monitoring, and operational efficiency. Support projects involving system enhancements, integrations, and other technology initiatives. About you REQUIRED 4+ years of experience in systems analysis, application support, technology operations, or similar hands-on support roles. Experience supporting business-critical applications in a production environment. Experience with incident management, root cause analysis, and issue resolution coordination. Experience with system configuration, user administration, and operational support processes. Experience using Jira or similar platforms to manage work through support and software development lifecycles. Experience managing or coordinating change requests, releases, or production deployments. Experience working directly with business users, developers, and vendors in a production support environment. Demonstrated ability to work independently, navigate ambiguity, overcome obstacles, and consistently follow established operational, change management, and SDLC procedures. Ability to gather requirements and ensure work is sufficiently documented to progress through support and development workflows. PREFERRED Experience supporting insurance, healthcare, higher education, or customer-facing administrative platforms. Experience with SQL, reporting tools, dashboards, and data analysis. Experience supporting integrations, APIs, file transfers, and scheduled processes. Experience with ITIL, change management, release management, or service operations frameworks. Experience with Jira, Confluence, Azure DevOps, or similar collaboration tools. Experience using AI-assisted tools for documentation, analysis, and operational reporting. Additional Information At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page. Competitive compensation Comprehensive benefits programs designed to support your well-being Career development opportunities and ongoing learning A collaborative, people-first culture with accessible leadership The opportunity to do meaningful work with global reach and local impact At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles. Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)