Support Anlayst

Need 10+ Years experience

Job Description

• Production Support
• Linux/Unix administration & Shell scripting
• Java based application support
• SQL querying and database troubleshooting
• Azure Cloud exposure with Docker & Kubernetes
• ServiceNow (Incident, Problem & Change Management)

Mandatory Skill

• Manage and resolve tickets efficiently using ServiceNow and JIRA.
• Work with Linux / Unix environments, perform Shell scripting, and execute SQL queries.
• Support and maintain Java-based applications.
• Utilize Azure services, including Kubernetes and Dockers, for cloud-based solutions.
• Monitor logs and troubleshoot system issues.
• Handle shift management to ensure smooth workflow and support coverage.

Job Description

• 5 years of strong production support (L1/L2) experience.
• Working Knowledge in Java, Unix, Azure (Kubernetes and Dockers) & SQL.
• Take ownership of user problems and be proactive when dealing with user issues.
• Monitor all s and report any issue that may significantly impact the business.
• Monitoring, analysing, troubleshooting problems, providing code fixes and testing.
• Issue and query resolution.
• Willing to work in 24x7 shifts on rotational basis.
• Create/develop/utilize application monitoring solutions to enhance application availability and performance in production.
• Conduct root-cause analysis and propose a corrective action plan.
• Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams.
• Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records.
• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
• Ensure on-time delivery of all assigned tasks – incidents, problem tickets, etc.
• Experience in handling Critical Incidents (P1 and P2) and Bridge call.
• Adhere to the defined support delivery process/guidelines.
• Problem Management, Incident Management, Change Management, SLA Compliance.
• Excellent interpersonal skills, team player, proactive, self-starter and motivated.