Support Analyst

Job Summary:

The Support Analyst provides 24x7 production-level support for a critical platform. This role involves production deployments, maintenance of applications, incident management, problem management, and collaboration with various teams to ensure timely issue resolution and system stability. The analyst will also contribute to system enhancements, automation, and documentation efforts.

Location:Linthicum Heights, Maryland, United States

Responsibilities:

- Provide 24x7 production support for the platform.
- Manage and execute deployments across multiple environments.
- Maintain applications.
- Use a service desk for incident management, problem management, and triage.
- Open tickets and collaborate with relevant teams to investigate and resolve issues.
- Collaborate with third-party companies to ensure customer issues are resolved.
- Participate in a monthly on-call schedule for weekend production support.
- Work with application development teams for system enhancements and release schedules.
- Resolve issues during deployments/maintenance and escalate as needed.
- Triage and manage Help Desk tickets, ensuring follow-through to closure within SLAs.
- Identify manual processing deficiencies and implement automation techniques.
- Monitor, coordinate, and escalate problem tickets to the engineering team.
- Ensure all work is documented in a knowledge base according to standards.

Required Skills & Certifications:

- Experience with incident management and problem management.
- Experience with triage.
- Experience with deployments.

Preferred Skills & Certifications:

- Experience with AWS.
- Experience with J2EE applications.
- Experience with automation techniques using UNIX shell scripts.

Special Considerations:

- Must be available for a monthly on-call schedule, including weekends.

Scheduling:
- 24x7 support required.
- Monthly on-call schedule for weekend support.