Technical Analyst

Technical Analyst
• We are looking for a technical analyst with experience in customer engagement and working day to day technical support issues. The ability to follow up with our partner teams and dig into application function is required to work day-to-day support tickets outside of the on-call cycle.
• A background in AWS cloud-based application development and monitoring is required. With a large amount of our application support in the AWS space, this helps fit into our support model with a skillset required for on-call within the team.
• Prior on-call experience is needed as the resource is expected to be self-sufficient once up to speed and in the on-call rotation.
• Experience with SQL & Splunk logging are a must
• Prior experience supporting customer facing front end financial account systems is strongly preferred.
• Experience with application monitoring tools like New Relic, Grafana, and to a lesser extent Wiley


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.


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 application onboarding, documentation standardization, SOC Audit, EOL and decommission initiatives
• We are looking for a technical analyst with experience in customer engagement and working day to day technical support issues. The ability to follow up with our partner teams and dig into application function is required to work day-to-day support tickets outside of the on-call cycle.
• A background in Java, AWS cloud-based application development and monitoring is required. With a large amount of our application support in the AWS space, this helps fit into our support model with a skillset required for on-call within the team.
• Prior on-call experience is needed as the resource is expected to be self-sufficient once up to speed and in the on-call rotation.
• Experience with SQL & Splunk logging are a must
• Prior experience supporting customer facing front end systems and services is strongly preferred.
• Experience with application monitoring tools like Grafana, and to a lesser extent New Relic