Production Support Analyst

Production Support AnalystLocation: Howell NJ - Onsite / Hybrid Duration: 12 MonthsExperience with L1/L2 support with VBA macros, excel reports, complex SQL queries, stored procedures, and SSIS and SSAS cubes.ResponsibilitiesLead the Production Support Team in managing, triaging, and assisting with support ticketsProvide front line technical support to end users responding to issues related to Problem/Incident Management, Data platforms, Reports, and related job monitoring related to issuesSolve issues adhering to established SLA deadlinesRoot cause and problem resolution follow-upDebug and fix issues by analyzing VBA macros, excel reports, complex SQL queries, stored procedures, and SSIS and SSAS cubes.As a part of L1 & L2 support team provide stand-by out of hours support on rotational basisExperience in managing offshore Production Support teams and provide leadership in the Production Support topicsLook for efficiency improvement in & productivity savings Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiencyWork closely with Technology Engineering Teams, Development, Testing and L3 Support Teams in resolving Production Support issues/tickets.Communicate with all lines of business and management the overall status and health of the Production Support, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issuesInteract with clients and demonstrate empathy to situations and challengesThis is a great opportunity for someone with good data analyst, data engineering and project management skills and can demonstrate flexibilityStrong data management acumen, communication and presentation skillsRequired Skills:Bachelor's Degree or master's degree in Computer Science, Mathematics, Statistics.7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support, Data Analyst)Ability to write good SQL for data analysis must – experience in MS technologies such as MS SQL, SSIS, SSRS, VBA Excel and Excel MacrosNice to have Azure experience.Experience in Customer Support mustExperience with managing production support teams is a must haveExposure to sensitive data management is a plusSelf learner and ability work independently is a mustExperience of handling various production support roles (technical – L1/L2) and hands-on experience in using at least 2-3 widely used monitoring / scheduling toolsExperience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/riskExperience with Real-time problem solving, triaging of issues impacting technical services (application/reports) to customers and partners in a timely manner while keeping everyone involved informed of significant progress or challenges while the issue/ticket is been worked onAbility to assess initial severity, assign priority, gather impacts, and engage support teams, and escalate as necessary to ensure timely resolution of issues/ticketsExperience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem managementAbility to suggest, implement ideas for enhancing the customer experience and implement best practices to optimize production support tasks/activitiesFlexible to work for extended hours and on weekends as needed to handle high priority issuesExperience in managing Offshore Production support teamsMust be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working toolsAbility to deal with complex information, processes and relationships to derive a simple solutionGood ability to navigate ambiguity and quickly establish credibilityExcellent spoken and written English complete with clear oral communication skillsExperience in Change management and Incident management toolsDesired Skills:Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues in the data management areasWorking experience in SDLC processes using Agile MethodologiesExposure to Healthcare industry