Production Support Analyst

Production Support Analyst
Location: Hybrid, Onsite
Type: Full Time

EDUCATION & EXPERIENCE

 

  • Bachelor’s degree or equivalent combination of education and experience
  • 3+ years of production support analyst experience in a work environment
  • 4+ years of experience using enterprise ticketing systems like Zendesk, Freshdesk, Salesforce,
    ServiceNow etc.
  • Experience with Scrum/Agile methodologies and release process
  • Experience with Jira or equivalent tool
  • Experience with Confluence or equivalent tool
  • Extensive experience working closely with Developers and QA
  • Ability to create and maintain ticket productivity reports
  • Proven success and experience in a Production Support Analyst role.
  • Experience in troubleshooting complex issues in a browser environment
  • Ability to evaluate web communication between web server and browser
  • Ability to capture errors in web browser using browser developer tools
  • Strong analytical ability, and problem-solving skills.
  • Demonstrated attention to detail and accuracy.
  • High level sense of ownership and accountability.
  • Ability to communicate clearly both verbally and via collaboration tools.
  • Ability to effectively handle multiple projects simultaneously in a deadline-driven
    environment.

 

JOB SUMMARY & OUTCOME

 

  • Directly reports to the VP of Technology.
  • The Production Support Analyst’s primary function is to triage new tickets and drive resolution of all unresolved tickets.
  • Close collaboration with Product Management and Engineering to ensure unresolved issues
    are addressed in sprints
  • Verify the reported issues by reproducing them and documenting the steps with as much
    detail needed by engineering.
  • Communicate with customers when tickets are resolved or closed, including using Zoom or
    other technologies.
  • Create and maintain a knowledge base for all applications.
  • Maintain reporting and analytics components of ticketing system
  • Advocate for hot fixes when necessary
  • Efficient and Effective triaging of reported production issues. The outcome is timely triaging and resolution of new issues.
  • Respond to customer and keep updated of their ticket status. The outcome is higher customer satisfaction knowing we are addressing their issue
  • Regular review of unresolved tickets with Product and Development. The outcome is collaboration with Product Management and Engineering and advocating for expedited issue resolutions
  • Create and Manage ticketing system reports and analytics. The outcome is the ability to report out to leadership
  • Work with leadership to establish and maintain production support SLAs and KPIs. The outcome is ensuring focus on the right things to meet the needs of our customers
  • Escalate and Lead Severity1 event resolution and communication. The outcome is an abilityVto effectively react to major outage situations by mobilizing the necessary team members

 

WORK ENVIRONMENT & REQUIREMENTS

 

  • Open to working during European and US Eastern Time work hours.
  • Most of the work is computer based.
  • Ability to communicate and exchange information, collect, compile, and prepare work documents, as well as set up and maintain work files.
  • Ability to work more than 8 hours per day, as needed; ability to handle pressure during peak periods during the year, availability to handle issues outside of normal working hours.
  • Benefits include paid time off, paid holidays, an annual bonus. May also include employer
    contributions to health insurance and retirement benefits.

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