Production Support Analyst

Analyst IT Operations

As Analyst IT Operations, you will be involved in 24*7 L2 Production Support in an onshore-offshore model and is assigned to receive, analyze and identify solutions for all types of priority production issues/tickets. You will be the Primary technical got-to resource, work in shifts on rotation basis, and may have to provide on-call support in 24*7 environment, and during non-business hours when needed. You should be able to handle the technical issues independently and must be able to exhibit being hands-on, pro-active, with flexible schedule and quick adapter to meet organizational needs.

Specific responsibilities of the beneficiary include (but not limited to), supporting the production support team and their work assignments, service levels, design & execute process improvements and undertake tasks as needed to allow the production support Manager to focus on the overall service improvements.

You will be the key in identifying remediation tasks and implement solutions to reduce number of production incidents, Interaction with business users for requirement clarification and resolution of incidents reported, responsible for root cause analysis for major incidents.

You will be the key in providing workaround solution of production batch issues, assign tickets to team members, track fixing of issues and verification of the break-fixes, performing root cause analysis of issues and arriving at a permanent fix to avoid recurrence of the issues, process improvement to improve system stability and performance.

Ensure compliance with corporate standards, policies and regulations (SOX, PHI, and PII etc). This role will collaborate with teams spanning the Retail IT tower, Business, and IEI teams.

Primarily to work in 12:30 PM – 9:30 PM Eastern Standard Time. 11:30 AM – 8:30 PM Eastern post Daylight Time (Mon-Fri)

High level Responsibilities (but not limited):

• Troubleshooting batch events in Informatica, Unix, SAP
• Perform analysis & code deployment of recurring problems, provide recommendations and work with outside teams to identify/implement solutions
• Perform analysis and provide recommendations to enhance support processes such as documentation and/or monitoring

Required Qualifications for this position

• Must have atleast 8 years of experience in Production support/maintenance in an onshore-offshore model environment
• Must have and proven strong Analytical, positive attitude towards analyzing, recovery and fix an issue
• Must have 8 or more years of hands-on experience and can deep dive into issues in the technologies related to: Unix/Linux shell scripting, PL/SQL, Informatica 10.4 (Power Center), SQL Developer/Toad, Putty, Rally, Control M Scheduling, Teradata SQL Assistant, Teradata Viewpoint
• Release/Deployment, Operational Readiness, Production Governance is a must
• Bachelor's degree or foreign equivalent in Computer Science, Information Systems, Engineering, or related field is required.
• Assure quality, security and compliance requirements are met for supported areas.
• Must be a team player and this position will work closely with other vendors and internal technical partners
• Analyze performance trends and recommend process improvements to ensure SLA's are met.
• Must be a self-starter, quick learner/adapter of new/required technologies to meet the project requirements to support day-2-day support activities
• Ability to understand complex problems, identify root causes and remain goal-oriented within a dynamic environment
• Working experience in Retail/Pharmacy area is a plus
• Proven high performer, demonstrated by consistent high-performance reviews, exceptional customer service management
• Basic understanding of application development/architecture, change management, incident and problem management is a plus.
• Computer competency and literacy in Microsoft Windows applications especially with Excel, Word, PowerPoint, Outlook is a must.
• Strong interpersonal and communication skills, including the ability to interact at all levels of the organization in person and over email is a plus.