Entry level Production Support Analyst

Responsibilities

• Manage the technology stack to ensure expected service to clients through proactive system alerts, incident management, problem management and user escalations/tickets via ServiceNow
• 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 follow-the-sun support model, with global production support coverage in Asia, EMEA and North America. Participate in weekend and off hours on-call on rotational basis, and be point of escalation during critical incidents
• Ensure that global teams are working together and following consistent procedures and practices

Requirements

• A college graduate in Computer Science (preferred) but exposure to Technology
• 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)
• Excellent and confident communicator to manage high-pressure environment