Production Support Analyst
Responsibilities:
• Perform basic tasks (proactive, routine incidents and requests) in BOOMI technology.
• Serve as the primary contact for any EAI BOOMI INFRA related issues
• Analyze customer and auto generated incident tickets assigned to BOOMI
• Respond to customer emails and inquiries
• Coordinate incident/issues across EAI teams
• Escalate highly visible issues to Ops Leads / L3
• In charge of monitoring and executing proactive measures.
• Send out communications (Status monitoring, incident notifications, etc.)
• Provide inputs to overall service improvement
• Achieve the target metrics set for operations
o Incidents: PWT >= 96.36% PWT; MTTR < 120 hours
o Problems: 0 aging incidents (>1 year)
o Knowledge Mgt: 100% compliance
o Request Mgt: PWT >= 96.36%
o Access = 100% compliance
• Provide and accomplish the following:
o Access / Permissions.
o Creation of Folders.
o Access Permissions.
o Decommissioning.
o Web Service User Creation in QA and Production.
o Certificate change in server level.
o Investigate and provide L2 support on Atom/Molecule Issues.
Mandatory Skills Description:
• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Relevant experience, typically 1+ years of experience in software engineering or related field
• Proficiency in 1 or more software languages and development methodologies
• Basic coding and debugging skills
• Basic familiarity with cloud technologies
• Problem-solving and teamwork skills
Nice-to-Have Skills Description:
• Advanced degree in a related field a plus
• Relevant cloud certifications and experience with cloud providers (e.g., AWS, Azure) a plus