Production Support Analyst

Software Guidance & Assistance, Inc., (SGA), is searching for a Production Support Analyst for a CONTRACT assignment with one of our premier Financial Services clients in New York, NY.

A Production Support analyst will primarily be responsible for managing the technology stack to ensure we are providing the expected service to our clients through proactive system alerts, incident management, problem management and user escalations/tickets via ServiceNow.

Responsibilities:

• Troubleshoot issues across the entire stack: hardware, software, application, and network.
• Manage Incident calls with IT partners, Infrastructure teams and other technology stakeholders
• Collaborate with development teams and users to resolve Support issues
• Identify areas for improvements including automation, toil reduction, resiliency and observability across the platform and help build up the knowledge and documentation for the team
• Operate on a follow-the-sun support model, with global production support coverage in Asia, EMEA and North America.
• Participate in weekend and off hours on-call on rotational basis, and be point of escalation during critical incidents
• Ensure that our global teams are working together and following consistent procedures and practices.

Required Skills:

• 1 to 5 years practical experience in Production support or similar role.
• Working knowledge of UNIX/LINUX operating system,
• Any scripting language (E.g., Shell Scripting, Python, Perl,or JavaScript) and a Relational database (E.g., Sybase, DB2, SQL, Postgres and so on)
• Experience in troubleshooting Application Issues and Managing Incidents
• Excellent and confident communicator to manage high-pressure environment

Preferred Skills:

• Bachelors Degree in Computer Science, or an engineering field
• Prior Financial Industry experience is desirable.
• Familiarity with SRE principles and practices, such as service level indicators (SLIs), service level objectives (SLOs), error budgets, incident management, postmortems, and blameless culture.
• Exposure to modern Observability Tooling such as Prometheus, Grafana, Kubernetes, Docker, Ansible etc.
• Knowledge of ITIL Principles, SDLC, and Agile development is desired
• Experience in Cloud / Distributed computing technology or certification is a plus

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.