Production Support Analyst

Inabia Software & Consulting Inc.; Owings Mills (MD); On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative consulting firm is seeking a skilled technical analyst to enhance their customer engagement and technical support capabilities. This role involves managing on-call production support, responding to system events, and ensuring efficient application monitoring. Candidates should possess a strong background in AWS cloud development and SQL, with experience in customer-facing financial systems being a plus. Join a dynamic team focused on improving support resilience and operational efficiency, while contributing to strategic initiatives that drive the company's success.

Qualifications

• Experience in customer engagement and technical support issues.
• Background in AWS application development is essential.

Responsibilities

• On-call production support responding to escalated system events.
• Monitoring systems and maintaining application documentation.

Skills

AWS Cloud Development

SQL

Splunk Logging

Application Monitoring Tools

Customer Engagement

Tools

New Relic

Grafana

Job description

Description:

• We are looking for a technical analyst with experience in customer engagement and working day-to-day technical support issues. The ability to follow up with our partner teams and dig into application functions is required to handle support tickets outside of the on-call cycle.

• A background in AWS cloud-based application development and monitoring is required. Since a large portion of our application support is in the AWS space, this skillset is essential for our support model and on-call responsibilities.

• Prior on-call experience is needed, as the resource is expected to be self-sufficient once trained and integrated into the on-call rotation.

• Experience with SQL & Splunk logging is a must.

• Prior experience supporting customer-facing front-end financial account systems is strongly preferred.

• Experience with application monitoring tools like New Relic, Grafana, and to a lesser extent Wiley, is beneficial.

Responsibilities:

• On-call production support responding to escalated system events, automated alerts, and x-matter pages.
• Monitoring systems and maintaining application technical documentation and system alerts.
• Restoring services and applications following disruptions.
• Performing on-demand system validations related to deployment efforts requiring production support team assistance.
• Managing incidents daily, including triage, research, and escalation or resolution.

Outcome & Benefits:

• Reduce ticket turnaround time.
• Reduce ticket backlog.
• Enhance team capacity to handle leave requests.
• Improve support resilience against unplanned absences and last-minute requests.
• Allow FTE resources to focus on strategic initiatives like application onboarding, documentation standardization, SOC audits, EOL, and decommissioning projects.