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mthree · 2 hours ago

Production Support Analyst

USA

Full-time

Onsite

Mid Level

3+ years exp

mthreerecruitingportal is a market leading investment bank seeking a Production Support Analyst to join their Global Technology team in Salt Lake City. The role involves managing the technology stack to ensure service delivery to clients, troubleshooting issues across hardware and software, and collaborating with various teams to resolve support issues.

Corporate TrainingInformation TechnologyTraining

Responsibilities

A Production Support analyst will primarily be responsible for managing the technology stack to ensure we are providing the expected service to our clients through proactive system alerts, incident management, problem management and user escalations/tickets via ServiceNow

You will troubleshoot issues across the entire stack: hardware, software, application, and network

Manage Incident calls with IT partners, Infrastructure teams and other technology stakeholders

Collaborate with development teams and users to resolve Support issues

Identify areas for improvements including automation, toil reduction, resiliency and observability across the platform and help build up the knowledge and documentation for the team

Operate on a follow-the-sun support model, with global production support coverage in Asia, EMEA and North America. You will participate in weekend and off hours on-call on rotational basis, and be point of escalation during critical incidents

Ensure that our global teams are working together and following consistent procedures and practices

Qualification

Production support experienceUNIX/LINUX knowledgeScripting languageRelational database knowledgeTroubleshooting application issuesIncident managementCommunicatorFinancial industry experienceSRE principles familiarityObservability tooling exposureITIL principles knowledgeCloud computing experience

Required

3+ years practical experience in Production support or similar role

Working knowledge of UNIX/LINUX operating system, Any scripting language (E.g., Shell Scripting, Python, Perl, or JavaScript) and a Relational database (E.g., Sybase, DB2, SQL, Postgres and so on)

Experience in troubleshooting Application Issues and Managing Incidents

Excellent and confident communicator to manage high-pressure environment

Preferred

Prior Financial Industry experience is desirable

Familiarity with SRE principles and practices, such as service level indicators (SLIs), service level objectives (SLOs), error budgets, incident management, postmortems, and blameless culture

Exposure to modern Observability Tooling such as Prometheus, Grafana, Kubernetes, Docker, Ansible etc

Knowledge of ITIL Principles, SDLC, and Agile development is desired

Experience in Cloud / Distributed computing technology or certification is a plus