Production Support Analyst

Our client is a signature Pacific Northwest company looking for a motivated and creative Production Support Analyst who will assist Functional Analysts, Applications Developers and Build Engineers in troubleshooting deployment issues at the tier 3 level.

This client is in the process of rolling out a new GLS, and the Production Support Analyst will handle escalated issues surrounding data and interface errors that arise. She/He will provide the last layer of support prior to engineering and are tasked with making sure new tickets/alerts resulting from application launch and staging are resolved in a timely manner. Issues could include code release errors, data transport errors, deployment errors, etc.

RESPONSIBILITIES:

- Quickly come up to speed on current GLS infrastructure and anticipated issues
- Monitor status of open trouble tickets to ensure that service level agreements and timelines are being met, and follow up with technical teams as needed
- Provide training, support and guidance to other production support team members
- Work directly with the operations and development teams to field error tickets and either troubleshoot (for common errors) or escalate (for new errors)
- Log problems and resolutions through the use of Remedy and quality center
- Provide technical support, analysis, and problem resolution for GLS
- Correlate related production issues and assesses trends to identify broader improvement opportunities
- Leverage team member knowledge in analysing and troubleshooting low to medium complexity system issues to drive resolution and determine root cause
- Coordinate issue resolution efforts across support groups, technical support teams, and vendors as required

QUALIFICATIONS:

- 3+ years relevant work experience (applications support, production support)
- Familiarity with SQL and ability to utilize ad hoc query tools to troubleshoot system issues
- Past experience with Trouble Ticketing Systems (Remedy)
- Experience in a 24/7 environment (GLS errors are flushed out every 2 hours)
- Solid understanding defect/bug tracking
- Solid technical aptitude and problem solving skills
- Acute attention to detail, especially in areas of documentation and big tracking
- Ability to find the root cause of data errors and application compatibility errors

This contract position is expected to be about 6 months in duration.