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Production Support Analyst

Salary undisclosed

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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