L1/L2 Support Analyst

Title: L1/L2 Support Analyst

Location: Issaquah, WA(Onsite)

Duration: 3 Months Contract (After 3 months Client will hire the consultant as an employee)

Client is looking to build an experienced and reliable team of analysts to support its International eCommerce solution. This team will require a sound understanding of Incident Management practices and ability to deliver against the established SLAs on the response and resolution of tickets along with the ability to strategically to improve and build upon the established practices.

Individuals must possess a passion for troubleshooting anomalies identified within the solution landscape and vetting out the root cause, take ownership to continuously improve existing processes and practices, possess a hunger to grow and learn through daily activities along with reaching beyond their comfort zone to build knowledge and experience. All while creating a team that is effectively and collaboratively engaged.

These individuals must have strong communication skills demonstrating their ability to collaborate with Business Stakeholders, Engineers, Solution Architects, Release Managers and various levels of Client Management.  They must be proficient in time management, demonstrate a strong sense of urgency along with an ability to work under pressure while still delivering on schedule. Must have the flexibility and be able to work effectively on multiple Support tickets at one time prioritizing their daily work to meet the needs of the Production Support engagements.

Job Duties/Essential Functions:

• Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets
• Ensures that eCommerce Websites are 100% up and operational (24X7X365)
• Set up automated monitors/alerts for P1/P2 tickets/issues.
• Respond ASAP to P1 Critsit/Site Down issues, open a conference bridge, send our Incident Email Notification, collect detailed information and facilitate problem resolution in an ‘All Hands-on Deck’ mindset with clients SIP teams.  
• Build Problem Management processes, document Root Cause Analysis on Critisit/P1 issues and share with Client SIP teams.
• Triage issues gather Gray logs and consolidate detailed information on all Production tickets under the defined Service Level Agreement based on Priority of tickets.
• Perform 24X7 Health checks on eCommerce Websites, Database queries and Backend systems and stop/restart Cronjobs and processes as required.
• Available to work nights and weekends as necessary and perform 24x7 on-call support on a rotational basis.
• Creates and maintains Level 1 Support Knowledge Base documentation in Wiki/Confluence for teams to reference and use on a day to day basis.
• Monitors, resolves and escalates Production issues as appropriate to Level 3 Support/Development teams/Solution Architects.
• Keep P1 Incident Notification Email Distribution and SMS Notification lists up to date on an ongoing basis
• Coordinate issues with 3rd Party systems and communicate effectively with multiple teams
• Coordinate the Quarterly audit reviews on VPN users and Production user access.
• Facilitate and coordinate Change Approvals for Production Releases as required
• Share Weekly Reports and Monthly Dashboards on Production tickets with client SIP Program teams.
• Leads and participates in Weekly team meetings.
• Understands and adheres to the client Mission Statement and Code of Ethics. 
• Regular and reliable workplace attendance at your assigned location.

Required:

• Excellent Verbal and Written Communications Skills with the ability to communicate to all levels of the organization from senior management to staff level teams
• Extreme Responsiveness with ability to work under pressure in a crisis situation maintaining a clear sense of urgency
• Superior Work Ethic with a positive, can do attitude
• Excellent customer service skills and superior telephone etiquette.
• Demonstrated attention to detail and excellent time management
• Superior collaboration skills
• Flexibility with the ability to change priorities quickly, focus on new ones without distraction
• Ability to deal with conflict and work under pressure to meet deliverable commitments
• Technical aptitude and a passion for learning about new emerging technologies
• Must be able to adjust work hours to accommodate global teams
• 24 x 7x 365 operations - evening, weekend and holiday work will be required.

Recommended:

• Overall work experience of 2+ years.
• Prior experience in eCommerce Solutions (SAP Hybris knowledge is a plus)
• Higher Education courses in Computer Science or in a related technical field preferred.
• Experience with projects focused on both infrastructures and software solutions.
• Knowledge of Gray logs, Zabbix, AppDynamics, Status Cake, OpsGenie or similar monitoring tools.
• Knowledge of French, Spanish, Korean and Mandarin a plus.
• Proficient in the use of Google products: email, spreadsheet, document, presentation and analytics.
• Successful internal candidates will have spent one year or more on their current team