Support Analyst

Job Title: Support Analyst 

Location: Dallas, TX/Onsite

Job Description:

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 /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 Critical/P1 – P2 issues and share with Client SIP ( Single Instance Platform) teams.

●        Triage issues gather Gray logs, analyze, RCA ( Root Cause Analysis) 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.

Best Regards

Vikash Kumar Yadav