Provides advanced level production support of web applications. Directs and coordinates technical procedures to resolve production issues after evaluation. Primarily focused on B2B and D2C applications. Proficient in use of industry standard tools. e.g. Splunk, AWS Cloudwatch, Honeycomb, Service Now
Leads the monitoring of production systems for alerts, outages, and system issues. Researches issues and performs root cause analysis to minimize risk. Manages the expectations and requirements of business and production support teams.
Understands service level agreements and ensures that support requests are resolved within the service level agreement timeframe. Resolves elevated issues and communicates the resolutions.
Writes and updates production support documentation, policies, and procedures.
Leads improvement efforts and directs changes.
Operates as an advanced technical partner and maintains strong working relationships with development, AWS cloudOps and business partners.
Mentors and trains junior production support analysts. Proactively expands knowledge of systems and shares best practices.
Participates in special projects and performs other duties as assigned.
Minimum of five years related work experience, with two years of IT operational experience.
Undergraduate degree or equivalent combination of training and experience. Degree in Computer Science or Management Information Systems preferred.
Solid understanding of ITIL practices (Incident, Request, Change & Problem).
Good knowledge of AWS service. Any AWS certification is a plus.
Understand web server interactions, backend microservices, web API gateways. Have scripting experience is a plus.
Experience of monitoring and logging tools such as Splunk, Honeycomb, Cloudwawtch and AWS X-ray