Hyperliner Production Support

Job Description:

Keypoints:

•           Excellent customer facing skills, can interface easily, comfortably and confidently with the business

•           Proven support experience - complete end to end incident management experience

•           Technical skills

•           Languages — Understanding of below languages

o          Python

o          VueJS

•           Infrastructure

o          Kubernetes/ Helm

o          Apple Cloud Infrastructure(ACI) knowledge preferable if the candidate is internal

•           Database

o          MySQL

Also basic Linux skills would be handy

Statement of Work for Hyperliner - Support Analyst                      

The role of the Support Analyst is to identify, triage, assess and drive to resolve issues impacting Operations on Hyperliner connected applications. In addition the role will require to identify recurring themes of non-critical issues and prevent them from becoming points of failure. The role will eventually evolve into identifying areas of improvement, opportunities for automation to streamline fulfillment operational processes.

Role Requirements;

Management of high priority tickets impacting Operations

•           Identification of priority tickets impacting Operations using queries, auto-alerts, dashboards, Slack messages etc

•           Ensuring all tickets have the correct priority, have the most recent, accurate information for teams to identify root cause

•           Timely triage and RCA of the aforementioned tickets in collaboration with IT and business teams via synchronous and asynchronous communication - this will include elimination of data setup, environment setup and pipeline issues as root causes prior to pulling in logic experts.

•           Identification and implementation of technical solutions to priority issues

•           Co-ordination and support of business recovery activities in collaboration with Operations business teams

•           Effective and clear communication through all phases of ticket management

•           Ensuring tickets are thoroughly documented to a high quality on the Biz Ops dashboard

Analytics

•           Preparation of ticket trending metrics and analytics for Quarterly Business Reviews

•           Collaboration with IT and business teams to document trend root causes and proactive preventative steps (via ticket review meetings)

•           Preparation of all required keynotes, raw data etc for Quarterly Business Reviews

•           Preparation of weekly and monthly KPIs

Knowledge Management

•           Business processes knowledge and solutions documentation

•           Data setup process for Master and Control data

•           Ensure newly deployed capabilities are handed over to the Biz Ops org - including collection of process flows, system flows, business owners, IS&T owner and BPR owners

•           Identify and communicate impact of new unrelated BHUs on fulfillment decision engines with respect to master data, testing and scale

Technical Skills

Languages — Understanding of below languages

•           Python

•           VueJS

Infrastructure

•           Kubernetes/ Helm

Database

•           MySQL

•           Also basic Linux skills would be handy