Application support analyst

Be among the first 25 applicants. 3 days ago.

Application Support Analyst / Production Support

Columbus, OH (4 days onsite, 1 day remote)

3 Months Contract to Hire (W2)

• Participate with other developers and/or contractors in troubleshooting and identifying problems.
• Provide technical support on technical matters.
• Show drive and interest in learning new systems, applications, technologies, and most importantly business domains.
• Work in a fast-paced environment and be good at multitasking.
• Provide Incident and Problem Management support for all Digital applications.
• Research and fulfillment of On Demand/Ad hoc requests by multiple business areas for all Digital applications.
• Use Digital Application Monitoring tools such as Dyna Trace, SPLUNK.
• Production Assurance for Infrastructure Releases.
• Disaster Recovery support for annual testing.
• Maintenance window monitoring.
• Work with Digital Development teams to document production issues that require code fixes and assist with validating and closing out any defects.
• Update and manage runbooks and maintenance reference manuals on support wiki site.
• Provide Level 1 & Level 2 support for application and platform issues.
• Ensure monitoring alerts and system events are assessed, prioritized, and assigned.
• Manage customer impacting incidents including business impact assessment, technical resolution, engagement, and communications.
• Own incident resolution and keep user informed of status.
• Provide expected time of availability for delayed streams and processes.
• Update ticket resolution status details in the ticket management system(s).
• Respond to user requests and queries.
• Escalate incidents to Level 2/3 development team as needed with summary analysis.
• Escalate incidents to appropriate interfacing support team or external teams such as product vendors.
• Update knowledgebase with support information (e.g., known errors and solutions for these errors).
• Provide clarifications on data issues identified in the application.

• Working knowledge of SQL Server or equivalent.
• Self-directed / Independent problem solving.
• Experience operating in a large-scale environment.
• Exhibit best practices, follow standards, and present suggestions while remaining flexible and open.
• In-depth knowledge of different SDLC methodologies including Waterfall, Agile, etc.
• HTML 5, CSS 3, JQuery UI, ASP.NET MVC, website accessibility standards.
• Professional experience with the .NET framework (C#, ASP.NET, XML) or Java.
• Performance analysis and tune JVM based services.
• Professional experience with scripting languages (e.g., Power Shell, Python, etc.).
• Knowledge of TFS to manage an Agile development lifecycle.
• Experience in financial industry and in a regulatory and compliance environment preferred.
• Familiarity with large scale system monitoring and alerting frameworks.
• Expertise utilizing cloud infrastructure such as Azure, AWS.
• Experience creating effective resource plans that ensure a high level of performance.
• Experience developing repeatable processes and metrics that maximize uptime, reliability, and predictability.
• Experience with Agile and Dev Ops methodologies.