Production Support Analyst

Skills

• Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management Release/Deployment Operational Readiness Application Monitoring Production Governance related to issues in the data management areas • Working experience in SDLC processes using Agile Methodologies • Exposure to Healthcare industry

Description

• Lead the Production Support Team in managing, triaging, and assisting with support tickets
• Provide front line technical support to end users responding to issues related to Problem/Incident Management, Data platforms, Reports, and related job monitoring related to issues
• Solve issues adhering to established SLA deadlines
• Root cause and problem resolution follow-up
• Debug and fix issues by analyzing VBA macros, excel reports, complex SQL queries, stored procedures, and SSIS and SSAS cubes.
• As a part of L1 & L2 support team provide stand-by out of hours support on rotational basis
• Experience in managing offshore Production Support teams and provide leadership in the Production Support topics
• Look for efficiency improvement in & productivity savings Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiency
• Work closely with Technology Engineering Teams, Development, Testing and L3 Support Teams in resolving Production Support issues/tickets.
• Communicate with all lines of business and management the overall status and health of the Production Support, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues
• Interact with clients and demonstrate empathy to situations and challenges
• This is a great opportunity for someone with good data analyst, data engineering and project management skills and can demonstrate flexibility
• Strong data management acumen, communication and presentation skills
• Bachelor's Degree or master’s degree in Computer Science, Mathematics, Statistics.
• 7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support, Data Analyst)
• Lead Experience is mandatory.
• VBA for Excel and Excel macros experience is required.
• It would be advantageous to have experience with MS technologies such as MS SQL, SSIS, and SSRS, as well as the ability to write good SQL for data analysis.
• Nice to have Azure experience.