Production Support Lead

TechDigital Group; Boston (MA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled IT Support Analyst to join their dynamic team in Boston. This role requires a deep understanding of Unix systems and SQL for intensive data analysis, alongside experience with ticketing systems like ServiceNow. You will be responsible for managing incidents and change processes while ensuring excellent customer communication. The ideal candidate will also have exposure to banking applications and monitoring tools such as Splunk and Dynatrace. If you are a collaborative team player with strong analytical skills, this is the perfect opportunity to make a significant impact in a supportive environment.

Qualifications

• Deep understanding of Unix and Oracle SQL queries for analysis.
• Experience with ServiceNow for incident and problem management.

Responsibilities

• Write complex database queries and support ticket management processes.
• Communicate effectively with clients and provide weekly status reports.

Skills

SQL

UNIX

Windows

Autosys

ITIL

Splunk

Dynatrace

Banking Support

Tools

ServiceNow

Grafana

Job description

Minimum Mandatory Skills

SQL, UNIX, Windows, Autosys, ITIL

Desired Skills

Splunk, Dynatrace, Banking Support

Responsibilities and Requirements

1. Deep understanding of Unix, Cloud PaaS, Oracle SQL queries for intensive analysis.

2. Experience with ServiceNow ticketing for incidents, SRs, problem tickets, and change/problem management processes.

3. Ability to write complex database queries.

4. Support environment experience, including understanding ticket priorities, escalation matrix, client communication, weekly status reports, and MI protocols.

5. Exposure to banking applications support.

6. Experience with monitoring tools like Splunk and Dynatrace.

7. Additional knowledge of Grafana.

8. Excellent customer communication skills.

9. Strong analytical skills and team collaboration abilities.