Support Analyst

The Support Analyst will assist in monitoring, analyzing, and resolving data platforms, configuration, and infrastructure-related issues. This person serves as a liaison between technical and operations teams. This position provides analysis and problem solving, technical assistance, and support coordination to business stakeholders. The person will make decisions based on independent judgment to resolve a range of technical problems. The Support Analyst needs strong analytical skills and the ability to think outside the box when the root cause of an issue is not obvious or clearly defined, and a solutions-focused approach to resolving issues with improved processes.

Responsibilities

• Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation.
• Act as a liaison between data operations, development, infrastructure and management.
• Coordinate and troubleshoot to resolve applications or product related issues.
• Manage and coordinate meetings with required technical and data operations team members and prioritize and route the issues reported as per the impact on business.
• Document and improve Production Support processes and add to knowledge base of system problems and resolutions