Product Support Analyst

3 weeks ago

Riverton, United States RIT Solutions, Inc. Full time

Most candidates have failed so far due to their communication skills to be able to speak with business staff. (The people joining the team will be working in shifts on rotation basis (8 AM - 5 PM, 10 Am - 7 PM) and will be weekend on call on rotation basis. Weekend on call shifts will be 12 hrs (8 AM - 8 PM MST) and will be compensated in case they work over 4 hours,) Position Description: We are looking for a Production Support Analyst to join the Global Technology team. This role will be based in South Jordan, Salt Lake City, Utah. - Interested in Supporting distributed Platform - Likes to work in a fast-paced dynamic environment and you are not afraid to change things to make them better. - Enjoys new technological challenges and solving hard problems. - Aspires to join a global production support team focused on improving production plant and stability for the systems and building relationships with the downstream consumers of the systems. 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. Qualifications: Skills Required: - 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 Desired: - Bachelor's degree in computer science, or an engineering field - 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

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