Job Description
#TSG-683 - Production Support Analyst
Production Application Support - Incident Resolution (Identify, analyze, fix, follow-up), Problem Resolution (Identify, analyze, fix, follow-up, determine root cause for problems) Monitoring, Reporting, Service Management functions (Service Level Management, Capacity Management, Availability Management, Service Continuity management, Transition planning and Support), 24x7 Oncall support for NPL and Servicing suite of applications, ITIL Process-Service Desk Discipline and Implementation, BPS transitions of development releases
BTI:
statement:
- Perform Incident & Problem resolution - Identify, analyze, fix, and determine root cause, follow-up and coordinate changes to resolve incidents and problems.
- Drive towards resolution and lead incident conference calls.
- Analyzing applications as well as infrastructure log files to search and perform deep dive analysis on warnings, exceptions and failures.
- Reviewing and evaluating system performance and taking action to ensure stability of production environments.
- Participate in change management by providing analysis and feedback to ensure all changes meet operational controls such as availability, capacity, continuity and security standards.
- Coordinating and exercising a failover or disaster recovery plan.
- Production support liaison with Delivery Services, Technology Services and Business Support areas.
- Writing technical documentation, operational procedures, systems documentation and Incident and problem communications and reporting.
- Sharing knowledge and training co-workers.
- Taking part in after-hours on-call rotation schedule and weekend activities as required
- Risk Mitigation that includes but is not limited to monthly application account asset certification and the accurate capture and storage of all related artifacts
skill: Mid-level (3-7 yrs)
skills:
- Unix and Shell scripting
- Working knowledge of Mainframe JCL/Procs, TSO, MVS, DB2, IMS
- Writing adhoc SQL queries and strong database concepts
- Familiarity with infrastructure components such as networking, load balancers, firewalls etc.
- Familiarity with security tools such as eTrust, VAS etc.
- Basic understanding of programming languages, application architecture and release and deployment concepts.
- Analyzing application as well infrastructure log files to search and perform deep dive analysis on warnings and exceptions.
- Technologies and tools include: Java/J2EE, webLogic, webMethods, ClearCase, ClearQuest, SQL, UNIX, NT, COBOL, SAS, VB, and Remedy
Sapphire Technologies is an EOE-M/F/V/D and is a wholly owned subsidiary of Randstad Holding nv, a € 17.2 billion global provider of professional employment services and the second largest staffing organization in the world.