Production Support Analyst
Production Support Analyst
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1 Vacancy
Job Description
Description:
We are looking for a technical analyst with experience in customer engagement and working day to day technical support issues. The ability to follow up with our partner teams and dig into application function is required to work daytoday support tickets outside of the oncall cycle.
A background in AWS cloudbased application development and monitoring is required. With a large amount of our application support in the AWS space this helps fit into our support model with a skillset required for oncall within the team.
Prior oncall experience is needed as the resource is expected to be selfsufficient once up to speed and in the oncall rotation.
Experience with SQL & Splunk logging are a must
Prior experience supporting customer facing front end financial account systems is strongly preferred.
Experience with application monitoring tools like New Relic Grafana and to a lesser extent Wiley
Responsibilities:
Oncall production support responding to escalated system events automated alerts and xmatter pages
Oncall system monitoring and maintenance of application technical documentation and system alerts.
Restoration of services and applications from disruptions
OnDemand system validations related to various deployment efforts that require production support team assistance.
Day to day individual incident management including triage research and escalation or resolution.
Outcome & Benefits:
Reduce ticket turnaround time
Reduce ticket backlog
Improved ability to absorb leave requests across the team
Improved ability to absorb support related impacts like unplanned time away last minute audit or compliance requests.
Free up FTE resources for other strategic work like application onboarding documentation standardization SOC Audit EOL and decommission initiatives
We are looking for a technical analyst with experience in customer engagement and working day to day technical support issues. The ability to follow up with our partner teams and dig into application function is required to work daytoday support tickets outside of the oncall cycle.
A background in Java AWS cloudbased application development and monitoring is required. With a large amount of our application support in the AWS space this helps fit into our support model with a skillset required for oncall within the team.
Prior oncall experience is needed as the resource is expected to be selfsufficient once up to speed and in the oncall rotation.
Experience with SQL & Splunk logging are a must
Prior experience supporting customer facing front end systems and services is strongly preferred.
Experience with application monitoring tools like Grafana and to a lesser extent New Relic
Required Experience:
Manager
Employment Type
Contract
