Production Support Analyst

Production Operations Analyst

Summary: Assist in recovery efforts for all events impacting production processes, SLA's and client satisfaction.

Principal Responsibilities and Essential Duties:

• Execute and improve Production Support processes and add to knowledge base of system problems and resolutions for future reference, including peer knowledge sharing.
• Executes steps defined by the Implementations, Development, QA and Configuration Management teams for releases and deployments of all application and services into Production.
• Monitor support ticket queue, research, and work to resolve assigned issues. Escalate and collaborate on tickets with appropriate engineering or support groups.
• Follows and supports IT business processes using the ITIL framework, including incident, problem, change and release/configuration management with a goal of operational excellence.
• Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation.
• Act as a liaison between technical and operational teams, coordinating troubleshooting to resolve application support and file processing issues, new client activation or expansion or requests from clients including testing and/or additional or non-standard monitoring.
• Supporting disaster recovery and business continuity planning and testing, including actual live fail over and fall back exercises.
• Participates in on-call and/or shift rotations supporting 24x7 enterprise level systems.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Requirements:

• BS/Equivalent Training/Certification or 2+ years of experience developing/supporting enterprise-level applications software in multi-node Windows or Linux Server environments.
• Knowledge of application architectures, workflows and processes.
• Entry level skills working with SQL, Oracle, PL/SQL, MS Access and DB Management tools, exposure to PowerShell, Bash or VB scripting, plus Java EE and/or.NET frameworks. Linux knowledge a plus.
• Ability to work in a cross-functional global team environment, utilizing on-line collaboration tools.
• Ability to troubleshoot application issues and escalate to supporting engineering teams.
• Knowledge of commonly used information technology concepts, practices and procedures.
• Solid written and verbal communication skills, previous Help Desk experience a plus.
• Familiarity with medical claims processing and practices a plus.