Production Support Analyst

Production Support Analyst

Location: Malvern, PA

Duration: Contract

Skills Required:

• Global Resiliency team providing support to multiple Cyber Security Applications servers.
• Tools/Technologies: Splunk, ServiceNow, Linux/Unix Server Management, Windows Servers Management, Thousand Eyes, Control-M.
• Quickly responds to incident alerts, analyze impact, follow procedure to resolve or work with partner teams to fix the issue.
• Follow technical documented procedures to resolve production issues.
• Join Scrum calls with Client, review weekend incidents, analyze alerts trends to reduce noise.
• Identify, and coordinates with application teams that are critical to the events resolution.
• Work with partner teams (Dev/Engg) for root cause analysis.
• Join change calls, post implementation, perform impacted application post cert to check health of our applications.
• Proactively monitor application health and other production issues, raise tickets, send health check Reports.
• Document major issues and changes handled by Team to discuss in monthly review call with client and suggest process improvements.
• Good communication skills with the ability to capture and articulate technical and non-technical details
• 24*7 Support required for supporting major issues.
• Join Change Advisory Board (CAB) calls for change approvals
• Coordinate all corporate system Major Incident Management (MIM) calls, ensuring incidents and problems records are recorded, followed up and closed.
• Prepare PIR to review with teams and document root cause.