Product Support Analyst

2 weeks ago

New York, United States US Tech Solutions Full time

Duration: 12 months (Contract to hire)


Job Description:

  • We are looking for a Production Support Analyst to join the Global Brokerage Technology team.


Responsibilities:

  • 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
  • You will 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. You will 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.


Experience:

  • 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


Skills:

  • 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


Education:

  • Bachelors’ Degree in Computer Science, or an engineering field


About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.


US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Recruiter Details:

Name: Shuvendu

Email: Shuvendu@ustechsolutionsinc.com

Internal Id: 24-23220

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