Production Support Analyst (with QA background)

Job Description: The Production Support Analyst will be responsible for the triage of production support events as they occur and perform root cause analysis to determine point of failure regardless of source. The Production Support Analyst will engage support from service support partners (DBAs, Developers, Customer Service, and Operation Teams) and communicate issues and upcoming releases. In addition, the Production Support Analyst will work closely with the development team to validate changes and ensure the quality of the changes prior to releasing to production.

JOB ACCOUNTABILITIES (Duties & Responsibilities)

• Provide advanced technical support, analysis, and problem resolution for complex issues and/or escalated tickets. • Assist the team with production support ticket management/triage. • Manage multiple critical and high visibility issues. • Responsible for the delivery, implementation and support of IT Solutions. • Explore business and technology alternatives in order to optimize and/or augment existing IT solutions. • Partner with product managers and business analysts to help prioritize and plan production fixes for monthly code releases. • Provide day-to-day business support in and ensure that processes and data functionality meet expected results. • Develop an in-depth understanding of the business processes supported by the systems. • Develop and drive technical solutions to issues presented for resolution. Additional Information: Education, Experience and Certifications:

• Bachelor’s degree in Information systems or related field or equivalent combination and experience. • Minimum of 3 years’ experience in a production support role. • Proficient in SQL, Technical Data Analysis, and Software testing . • Proven ability to develop effective business relationships across all levels of the organization. • Solid business judgment and decision-making skills including recognition of when to escalate issues. • Outstanding written and verbal communication skills, including the ability to communicate effectively to both technical and non-technical stakeholders. • Ability to work independently and apply analytical skills to drive issue identification, escalation, resolution, and closure. • Proficient knowledge of internet technology and terminology. • Experience writing SQL queries for data analysis and trouble-shooting purposes. • Strong analytical, prioritization, and negotiating skills. • Ability to work effectively with minimal direction. • Working knowledge of TFS. • Understanding of relational database management systems.

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