Production Support Analyst, 1

The Production Support Analyst I will provide end-users assistance while also identifying production issues. They ensure effective front and back-end functionality of applications and consult with software development teams, internal users, and clients to approve application performance. Additionally, they will document processes and monitor applications. performance metrics.

Essential Job Functions:

• Process Management - Understanding of production support process - ITIL. Coordinate system changes between System administrators, IT developers and end users. Understand and apply escalation procedures to any issues and system outages, delays, etc. Manage team ticket queue and resolve in timely manner. Maintaining records and writing reports.
• Communication - Good communication skills. Communicate with internal teams regarding issues, changes, etc. Provide scripted e-mail notifications and responses to clients and internal team members in a timely manner.
• Training & Client Support - Undergo onboarding training and should be able to complete change tickets / monitor the scheduled jobs. Participate in accurate and thorough shift turnover to provide accurate status of current production support job activity and any current issues, open or unresolved. Develop and maintain accurate technical and user documentation. Work weekends and / or nights as required.

Reports To:

• Lead or Manager

Direct Reports:

• None

Working Conditions/ Physical Requirements:

• Normal office environment

Minimum Qualifications:

• Bachelor s Degree in computer science or engineering or equivalent technical training and experience.
• Knowledge of operations background.
• Knowledge of TWS/Control-M, UNIX scripting, Database systems, and fundamendals of Microsoft Azure cloud.

Knowledge, Skills and Abilities:

• Unix/Linux Commands and minimum Shell Scripting.
• Structured Query Language (SQL).
• Knowledge on Scheduling Tools Like Control-M etc.
• Ticketing tools - ServiceNow, Tessara etc.

Other Duties

• This job description is illustrative of the types of duties typically performed by this job.
• It is not intended to be an exhaustive listing of each and every essential function of the job.
• Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.