Production Support Analyst

Posted on 12 September 22 by Shera Walton

  • Baltimore, MD
  • -

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Job Description

We are working with a Global Investment and Financial company in Baltimore, MD that is looking to hire an Production Support Analyst to add to their application support team. The ideal candidate will have 5-8 years of experience, and will be responsible for triage of issues, troubleshooting, issue resolution and root cause across a broad range of applications in the TechOps Investments support space. This role will be worked on a hybrid schedule, and this candidate could work hours between 8am-8pm as well days such as Sunday-Thursday, Monday- Friday, or Tuesday-Saturday.

• Performs a range of assignments across multiple areas and applications
• Accountable for your own work including effective coordination of process and information with others
• Works independently within guidelines and policies for ongoing work; may receive general mentoring on new assignments but minimal mentoring thereafter

Role summary and job responsibilities
• Responsible for swiftly resolving disruptions to technology services to minimize user impacts and maintain service levels
• Ability to perform, investigate and resolve issues leveraging available tools and documentation
• Partners with global team members and escalates issues within the team, regionally and to other TechOps areas as needed
• Communicate with vendors as part of troubleshooting and issue resolution
• Leverages ServiceNow, including team dashboards, to manage work and its associated flow as well as to resolve incidents within policy standards
• Performs root cause analysis of issues and partners with our functional support teams as needed
• Analyze performance trends and crafts action plans to address potential impacts
• Actively helps team members and makes suggestions to improve practices

Business knowledge
• Possesses fundamental understanding of the tech industry. Knowledge of the asset management industry is helpful

• Typically requires 2+ years of Enterprise level support experience, or similar discipline, supporting multiple applications
• Strong troubleshooting/problem solving skills
• Experience with SQL for Oracle, Sybase and MS SQL
• Experience with monitoring tools such as Autosys, Splunk, and New Relic, or similar tools
• Experience with ITIL incident management tools, such as ServiceNow, for incident and problem management
• Experience with Unix and Windows
• Knowledge of a scripting language like Python, or similar language
• Ability to read / understand code
• Familiarity with AWS-based applications is helpful
• Examines and collects data for trending capacity utilization
• Maintains a high proficiency in code management to ensure procedures are aligned to standard methodologies
• Identifies performance tuning opportunities that will produce improvements to processing or capacity
• Leverages internal messaging tools, like Symphony, for internal communication and collaboration

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