Hybrid Production Support Analyst Production Support Analyst

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Title: Production Support Analyst

Location: Remote

Job description:

The client is seeking an IT Support Analyst.

Key Job Functions

Hands-on experience in alert handling and task management for complex critical applications in production environment.

Manage MyServices tickets and Moogsoft situations to resolution in a 24/7/365 environment using knowledge articles and best practices.

As a member of the Operations team, execute changes, runbooks and ITSRs and troubleshoot various issues across multiple platforms and applications. Work in day or night shifts

Eyes on glass monitoring of the health of applications as well as the underlying infrastructure. Proactively look for hardware, software, and environmental alerts or malfunctions.

Ability to analyze dashboards and reporting/monitoring tools to look at trends and patterns in application health and performance.

Influence other technical teams on the calls and articulate troubleshooting steps effectively.

Ensure appropriate functional and management escalation takes place as per the standards and procedures.

Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.

Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.

Perform additional duties as assigned.

Required Skills & Experiences

Hands-on experience on the AWS Console and familiarity with AWS alerts.

Exposure to a ticket tracking tool such as Remedy, ServiceNow, Moogsoft

Ability to multitask and handle a high volume fast paced environment

Ability to work independently as well as with a team

Ability to follow strict guidelines

Dependable employee with flexible work hours and can work night shifts

Existing knowledge and skills with UNIX OS, Oracle, AWS

Experience working in and with a Knowledge Base

Experience working in an environment with

Excellent written and verbal communication skills

Excellent organization and communication skills.

Strong aptitude for attention to details.

Strong ability to work through conflicts

Ability to focus on details, detail-oriented

Ability to follow strict client procedures and guidelines

Able to maintain professionalism while directly interacting with clients/customers

Execute problem-solving initiative and being proactive in finding a solution.

Take initiative to improve self-development along with job-related skills

Nice to have

Oracle or SQL Server administration experience

1-2 years of coding experience of Unix shell scripting or Python

Splunk query

ITIL Certified

AWS Architect Solution or higher Certified