Product Support Analyst
Product Support Analyst
Posted on :
29-10-2024
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Job Description
Title: Product Support Analyst
Duration: 612 Months
Location: Salt Lake City UT
Job Type: Onsite
About Shift and Compensation
(The people joining the team will be working in shifts on rotation basis (8 AM 5 PM 10 Am 7 PM) and will be on weekend call on rotation basis. Weekend oncall shifts will be 12 hrs. (8 AM 8 PM MST) and will be compensated in case they work over 4 hours.)
Responsibilities:
- A Production Support analyst will primarily be responsible for managing the technology stack to ensure we are providing the expected service to our clients through proactive system alerts incident management problem management and user escalations/tickets via ServiceNow.
- You will troubleshoot issues across the entire stack: hardware software application and network.
- Manage Incident calls with IT partners Infrastructure teams and other technology stakeholders.
- Collaborate with development teams and users to resolve Support issues.
- Identify areas for improvements including automation toil reduction resiliency and observability across the platform and help build up the knowledge and documentation for the team.
- Operate on a followthesun support model with global production support coverage in Asia EMEA and North America. You will participate in weekend and off hours oncall on rotational basis and be a point of escalation during critical incidents.
- Ensure that our global teams are working together and following consistent procedures and practices.
Skills Required:
- 1 to 5 years practical experience in Production support or similar role.
- Working knowledge of UNIX/LINUX operating system Any scripting language (E.g. Shell Scripting Python Perl or JavaScript) and a Relational database (E.g. Sybase DB2 SQL Postgres and so on)
- Experience in troubleshooting Application Issues and Managing Incidents.
- Excellent and confident communicator to manage highpressure environments.
- Prior Financial Industry experience.
- Familiarity with SRE principles and practices such as service level indicators (SLIs) service level objectives (SLOs) error budgets incident management postmortems and blameless culture.
- Exposure to modern Observability Tooling such as Prometheus Grafana Kubernetes Docker Ansible etc.
- Knowledge of ITIL Principles SDLC and Agile development is desired.
- Experience in Cloud / Distributed computing technology or certification is a plus.
Education:
- Bachelors Degree in Computer Science or an engineering field
Employment Type
Full Time
Key Skills
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