Lead Support Analyst - T4

Support Analyst

The Support Analyst is responsible for 24X7 customer support for Leave of Absence Management software platforms, including troubleshooting and resolving incoming issues.

Responsibilities

• Providing application support for proprietary Leave of Absence Management software products while adhering to Alight's established SLAs.

• Troubleshooting incoming applications/products Incidents, and if appropriate, convert Incidents into internal defect tracking system and route individuals/groups for resolution.

• Working with Development teams to provide information on defects and workflow for issues reported.

• Utilizing monitoring systems and proactive measures to minimize unacceptable performance which may severely impact business processing.

• Working closely with multiple Shared Services units to ensure end-to-end visibility and optimal tuning of alerts/notifications.

• Acting as liaison between internal/external customers and resolution of requests/issues, working closely with Management organization.

• Establishing partnerships with providers of server, storage, network, platform services, systems management, Incident, Problem, and Change Management.

• Reviewing department metrics to identify trends in application defects and escalate appropriately.

• Supporting On-call rotation

Requirements

• Demonstrate three years of experience with .NET core.

• Six years of experience AWS or other Cloud provider experience required.

• Possess in depth knowledge with system tools such as New Relic, Elasticsearch, App Dynamics, or Splunk required.

• Demonstrate experience with SQL Server including writing complex ad-hoc queries.

• Possess knowledge of ITIL and service-based delivery models with 7x24x365 operations.

• Participate in a weekly on-call rotation which includes nights, weekends, and holidays.

• Provide customer service to positively influence other team members and partners. Ability to clearly and concisely communicate across technical and non-technical audiences.