Production Support Analyst

**Experience**: 3-9 Years

**Role**: Production Support Analyst

**Key Skills**:

- SQL, VB,.NET
- Red Hat Linux, Shell Script, Java
- OpenShift

**Key Responsibilities**:

- Incident Management: Manage incidents according to defined processes and procedures, ensuring adherence to service targets and quality standards.
- Ticket Handling: Receive, analyze, and prioritize incoming tickets, assign them to appropriate teams or individuals, and ensure timely follow-up on resolutions.
- Issue Resolution: Troubleshoot and resolve complex technical issues within IT infrastructure environments, collaborating with cross-functional teams as needed.
- Root Cause Analysis: Identify recurring problems and implement preventative measures to minimize future occurrences.
- Communication: Effectively communicate status updates, outages, and other important information to stakeholders during production hours.
- Collaboration: Work closely with development teams, vendors, and external partners to address system issues and enhance overall system performance.
- Continuous Improvement: Proactively identify areas for process improvement and implement changes to improve efficiency and customer satisfaction.
- Reporting: Generate regular reports on incident trends, ticket resolution times, and other key metrics to help inform decision-making and drive continuous improvement efforts.
- Team Support: Assist in training new team members and provide guidance to junior staff members as needed.
- On-Call Support: Participate in after-hours on-call rotations to ensure system stability and availability outside of standard business hours.

**Key Requirements**:
**Education**:

- Bachelor’s degree in computer science or related field.
- At least 6 years’ relevant experience preferably in a Finance Institution.

**Must have**:

- Strong team player. Flexible and being able to manage time effectively.
- Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with mínimal supervision.
- Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.
- Solid understanding of ITIL methodology.

**Essential Technical Skill**:

- 3-4 years’ experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct
- Two years of experience managing or supporting OpenShift or Kubernetes infrastructures.
- Experience with additional container, virtualization, or cloud technologies like Red Hat OpenShift Container Platform, Kubernetes, Docker, VMware vSphere, Amazon Web Services (AWS), etc.
- Ability to manage the container platform ecosystem.
- Assist in change review of container platform for new versions of OpenShift, Hotfixes, etc.
- Participate in a highly collaborative team environment, contributing to all phases of the development lifecycle.
- Troubleshoot software code issues and report findings.
- Review and provide feedback on project technical documentation.
- Assist in the troubleshooting of incidents, timely follow up with development team for fixes.
- Assist with trouble tickets with the ability to create, update, and close tickets, and track items to resolution (Remedy, Confluence, JIRA)
- Hands-On experience in writing / debugging scripts, code, database queries
- Software Engineering & Change Management.
- Solid understanding of resiliency and redundancy designs.
- Interfaces and Messaging systems.