Senior Technical Support Specialist

3 weeks ago


AtlantaGA ConcoursePkwy, United States Cognizant Full time
About the Role

We are seeking a highly skilled Sr. Technical Support Analyst to join our digital software team. As a key member of our team, you will be responsible for providing top-notch technical support to our clients and ensuring the smooth operation of our enterprise applications.

Key Responsibilities
  • Take ownership of assigned tickets and troubleshoot production issues within agreed-upon timelines.
  • Review operational health parameters, including volume trends, resolution trends, aging of issues, speed of answer, and mean time to resolve.
  • Prepare Root Cause Analysis reports for critical issues.
  • Support production validation and own communication of incidents and resolutions to client managers and Cognizant leadership.
  • Identify opportunities for automation and reduction of manual efforts.
  • Ensure documentation, such as SOPs and application handbooks, is up-to-date.
  • Assign tickets to support analysts post-initial analysis and ensure timely resolution.
  • Create impact analysis reports for interface fixes.
Requirements

We are looking for candidates with a minimum of 7+ years of experience supporting the following skills:

  • Tech Stack: Google Cloud Platform, Java, Spring Boot, Node JS.
  • Mobile Platforms (iOS, Android), Unix, AI/ML, Cassandra, Redis, Akamai.
  • Databases: Cloud Spanner, BigQuery, Cassandra, Oracle, DB2, MySQL, Solar, BigTable.
  • Tools: Splunk, Dynatrace, Adobe Analytics, Tealium, Adobe Test and Target.
Why Choose Cognizant?

Cognizant is a leader in the industry, and we love big ideas and even bigger dreams We put human experiences at the core, and our associates enjoy robust benefits and training opportunities. You will have access to hundreds of technical trainings to keep your skillsets fresh and have opportunities to acquire certifications on the newest technologies.

We are a company that excels through autonomy, and if you love ambiguity and are excited by change, we'd love to hear from you



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