Application Support Analyst
Google Inc
Full Time Austin , Texas, United States Posted 1 year ago
About Position
Application Support Analyst (Full Time)
$0.00 / Hourly
Austin , Texas, United States
Application Support Analyst
Full Time Austin , Texas, United States Posted 1 year ago
Skills
Contractor will provide operational support for Google's vendor access requests during the hours of 8 AM to 5 PM PDT. Contractor will process vendor integration requests - respond to requests gather all appropriate engagement information handle risk acceptance workflow. Contractor will respond to vendor access requests within service level objectives maintain data freshness in application register manage testing for completed groups and follow up with vendor manager to get sign-off on project completion. Contractor will coordinate with application owners and data owners to ensure that information about applications is completely tracked in IRO Team tools. Contractor will follow-up with: SecOps regarding security reviews ArcLight to provision access to approved applications IRO Ops to provision remote access from specific IPs and IRO Program Managers to provision roaming access. Contractor will be the first point of contact for IRO access requests.Description
SQL, Python, Java
Identity Access Management IAM
ITIL
Knowledge of networking
QUALIFICATIONS
Excellent written and verbal communication skills, detail oriented, highly analytical, strong technical proficiency.
3-5 years of technical support experience
Responsibilities
- Deep understanding of Google infrastructures and how system works intensively
- Strong technical background and experiences to resolve system outages
- Experience working with some degree of chaos and ambiguity.
- Experience handling mass amounts of coming tickets requests and manage multiple tickets simultaneously with an urgent deadline and ensure deliverable was met.
- Ability to diagnose, troubleshoot, detect and resolve technical issues, and underlying aspects in a short time and timely-manner.
- A main POC for system outages, escalations, access issues coming from all internal and cross-functional teams such as Techstop, Vendor Technical Support, xWS, and so on ... to ensure extended workforces obtain the right applications to complete their job roles
- Ability to break down roadblocks and turn them to BRD and action items.
- Ability to create visualize dashboards, optimize workflow processes and minimize hidden operational wait time.
- Ability to create playbooks and stand operating procedures to ensure team members follow proper procedures and protocols.
- Ability to train new team members and expand team operations
- Excellent to monitor, triage ticketing systems, bug queue to provide, grant Piper and Developer tools to TVCs
- Excellent and deep understanding of IP whitelisting, developer tools, and third party software to ensure TVCs can access read/write/execute the codes to depot/google3 directories.
- Collaborate, work directly with xWS, PMs, TPMs, and XFN ... for any escalations related to TVCs onboarding, internal application/system access issues.
- Collaborate, work directly with SWEs, tool owners to configure their applications
- Coordinate, work with Smart Track Project Owners, PMs, TPMs, SWEs, tool owners from multiple teams to make sure the tool is set up properly and available for TVCs use that is mandated to security and company policy.
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