Production Analyst / Technical Analyst / Production Support / Application Support

Production Analyst / Technical Analyst / Production Support / Application Support

Owings Mills, MD 21117: Onsite Role 6 + Months Onsite Role - Hybrid Model: 2 - 3 Days Onsite; 2 - 3 Days WFH. Please note that this position is subject to Covid vaccination requirements

Responsibilities:

On-call production support responding to escalated system events, automated alerts, and x-matter pages On-call system monitoring and maintenance of application technical documentation and system alerts. Restoration of services and applications from disruptions On-Demand system validations related to various deployment efforts that require production support team assistance. Day to day individual incident management including triage, research, and escalation or resolution.

Capability:

We are looking for a technical analyst with experience in customer engagement and working day to day technical support issues. A background in AWS cloud-based application development and monitoring is also a need. With an increasing movement of our application support in the AWS space, this helps fit into our support model with a skillset the team has been coming up to speed on. Form a contractor perspective, prior on-call experience is also a need as this position will include on-call support in addition to the day-to-day support tickets. Experience with SQL & Splunk logging are a must. Prior experience supporting customer facing front end financial account systems is strongly preferred.

Outcome & Benefits:

Reduce ticket turnaround time Reduce ticket backlog Improved ability to absorb leave requests across the team Improved ability to absorb support related impacts like unplanned time away, last minute audit or compliance requests. Free up FTE resources for other strategic work like EOL and decommission initiatives

Risk / Impact:

Ticket turnaround time will increase Backlog of tickets will grow Reduced ability to absorb leave requests across the team Reduced ability to absorb support related impacts like last minute audit or compliance requests.