Production Support Analyst III
| Company | Early Warning |
|---|---|
| Location | San Francisco, CA, USA, Chicago, IL, USA, Scottsdale, AZ, USA, New York, NY, USA |
| Salary | $85000 – $100000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Minimum of 4 or more years of related experience
- Education and experience typically obtained through completion of a bachelor’s degree in Information Systems or related field
- Three years of Unix/Linux experience and underlying network/telco applications
- Three years of experience in Shell, Perl, PHP and similar scripting languages
- Three years of experience with SQL queries and Oracle databases
- Ability to research, trouble shoot, and quickly resolve highly technical system and application issues
- Effective written and verbal communication with all levels of internal teams and/or external customers
- Ability to support assigned shift with flexibility to support other shift times, as needed
- Strong attention to detail, accuracy, and policy compliance
- Background and drug screen.
Responsibilities
- Analyze complex business problems, recommend solutions, resolve operational or systems issues within the primary applications and databases
- Support and perform application upgrades, patches and configuration setups, and modifications according to policy and documented audit controls
- Manage client implementation testing and certification for new and existing clients in assigned application group
- Maintain production applications and backup systems daily
- Monitor the systems and their performance to rapidly identify and resolve issues
- Assist in implementation and maintain system monitoring tools to ensure optimal system utilization and performance
- Provide internal analysis and support to ensure proper escalation during outages or periods of degraded system performance
- On-call responsibilities as part of a rotating schedule in a very high volume, 24×7 environment
- Thoroughly document all support events in a workflow ticketing system in a timely manner ensuring that subsequent review of any incident is effective for knowledge base utilization
- Create and maintain documentation of operational processes to conform to audit requirements. This includes client-specific diagrams and all related client support documentation
- Participate in annual Disaster Recovery functional drills, full scale tests and failovers
- Review and assist in testing new product features and determine any operational support changes that must be documented and implemented
- Validate and report SLA measurements monthly
- Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
Preferred Qualifications
- Additional related education, technical certifications and/or experience preferred
- Experience supporting real-time payment applications and an ability to relate business needs to system capability