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Title : Production support Analyst

Location : Mesa, Az

Client : Bsc

Job Description

Production Support Analyst

• Manage team ticket queue and work with various Database/application/scrum teams to resolve in timely manner.
• Troubleshoot minor and major system problems in a timely manner and escalate to L3 support when necessary.
• Create and distribute regular status reporting on production tickets
• Meet service level agreement (SLA) commitments.
• Help the users in solving data issues.
• Issue advisories for any outages/incidents which affect the user community.
• Collect and provide reporting applications health and usage metrics.
• Meet and coordinate with stakeholders to establish tickets priorities.
• Work with stakeholders to create short term and long term resolution plan for production tickets
• Develop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flowcharts for developers and testers to follow
• Translate highly technical specifications into clear non-technical requirements
• Manage the set-up and configuration of systems
• Define and coordinate the execution of testing procedures, and develop test cases to serve the overall quality assurance process
• Provide documentation of all processes and training as needed
• Develop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot reported errors and alarms
• Perform design, implementation, and upgrades of information systems to meet the business and user needs
• Implement best practices for scalability, supportability, ease of maintenance, and system performance
• Should have basic understanding of Database and application design concepts Required for initial triaging of defects
• Understanding of agile methodology and scrum concepts
• Experience with JIRA tool