Production Support Analyst

ROLES & RESPONSIBILITIES: 

• Must be flexible for off-business hour schedules and be able to support 24/7’s on call support.
• Monitoring the system live, using multiple tools like OpenShift Monitoring tools, New Relic, Splunk and AWS CW in production environment.
• Develop alerts and configure thresholds in New Relic / Splunk / AWS CW/ OCP Tools.
• Escalate issues and risks in a timely manner.
• Work on identifying the root cause analysis of the production issues.
• Work with Tenants, XOC, DevOps team and Vendors to fix production issues.
• Identifying/understanding/analyzing ongoing production issues and providing initial level of triaging and ability to properly communicate these issues.
• Recognizing and adopting best practices in reporting and analysis.
• Supporting testing and analysis activities performed by the team.
• Strong communication skills.

REQUIRED EXPERIENCE:

• AWS, Splunk, New Relic and Open Shift
• Determine System objectives by studying business functions, gathering information and evaluating output requirements.
• Understanding of System Engineering Concepts.
• Adaptive in high pressure and short deadlines.
• Experience in using any monitoring tools like Splunk, New Relic or OCP tools, Jira and Confluence
• Excellent communication and interpersonal skills
• Can work independently and/or as a collaborative team player.
• Candidates must be able to obtain and maintain a Public Trust clearance
• Candidates must have lived in the United States 3 out of the past 5 years

Initial triage of events:

• Categorization and prioritization,
• Directing troubleshooting activities,
• Technical escalations.
• Problem management.
• Supporting change control.

PREFERRED EXPERIENCE:

• AWS Cloud watch, Docker/ Kubernetes/ Red Hat OpenShift Container Platform, New Relic , Splunk
• Good understanding and Knowledge on supporting Red Hat OpenShift Container Platform Infrastructure is a plus.

 EDUCATION & CERTIFICATIONS:

• Bachelors in a relevant technical field
• 2-5 years related experience
• 5+ years of Application Development /Maintenance and/or Application Administration