Descripción del puesto

SR Support Analyst is responsible for the acceptance, triage and resolution of customer reported incidents. They will perform preliminary investigation and resolve incidents, update tickets with status and work with other sections of the business on delivering workarounds and patches as applicable. We are looking for a go-getter, a self-starter, someone who loves to get their hands dirty solving problems. This is a great opportunity for ambitious candidate who are looking to progress within a reputable software company.

You are a highly enthusiastic individual with proven experience working with software development environments or in roles of technical support, technical analyst, Level 2 Application Development/ Support Engineer help desk, project management team, client on-site support, or other customer-facing technical roles

• Process service requests associated with the application such as user account creation/ deletion/ role updates, whilst adhering to Client’s policies and processes that also includes running backups and backup verification by communicating regularly with customer and internal resources on status of incident per accepted guidelines and ultimately being responsible for resolution of all incidents opened by the client
• Execute Operational readiness tests for projects with also maintaining a knowledge base on all the applications, ensure up-to-date SOPs (Standard Operating Procedures), MOPs (Method of Procedures), KEDB (Known Error Database)
• Provide support to change management to implement scheduled and emergency changes including supporting the platform changes where required.
• Work on capacity planning to benchmark current application resources and map the targeted capacity required to meet demands based on forecasted loads and request projected capacity is allocated and provisioned by relevant teams.
• Provide support on configuration management and orderly management of assets, configurations, and changes to them, while contributing to and managing continuous improvement initiatives which will help gain an intimate knowledge of the client’s implementation and critical business processes.
• Investigate new incidents as reported by customers, ensure the issue is properly understood and documented, gather necessary evidence for triage and incident resolution.
• Escalate Sev1 or urgent issues such as Critical Service Outage/ Major Service Outage as needed to the appropriate teams and management and resolve incident per Hansen triage and resolution processes or escalate to Tier 2 for additional assistance or assist with the implementation, configuration and maintenance of utility and monitoring scripts (PowerShell, Bash (Linux Shell)) as part of product monitoring solutions. Provide after-hours support as part of a 24x7 on-call Rotations.

This is a Hybrid position. 1 o 2 days per week at the office, the resto of the week remote

Requisitos

• 5+ years or experience with with Linux / Unix
• Knowledge with AWS or Azure Cloud Platform.
• Some experience with Docker and Kubernetes
• Experience reviewing logs
• You are interested in or have an intermediate level of knowledge of Relational Database like MS SQL, Oracle, and NoSQL Database; understanding of Security, Stored Procedures, SQL Profiling and strong knowledge of a Query language
• You understand CI/CD principles, technologies, and processes with additional knowledge of Docker or other container technologies.
• Advanced english level

Beneficios

- OSDE 310 Health Insurance
- Food Allowance
- Wellness Allowance
- Internet Remibursement
- 3 weeks of vacations
- Employee recognition program
- Free access to linkedin training platform