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L1/Support Analyst

Company: Infogain
Location: Issaquah
Posted on: February 21, 2021

Job Description:

Job Duties/Essential Functions:

  • Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets
  • Ensures that eCommerce Websites are 100% up and operational (24X7X365)
  • Set up automated monitors/alerts for P1/P2 tickets/issues.
  • Respond ASAP to P1 Critsit/Site Down issues, open a conference bridge, send our Incident Email Notification, collect detailed information and facilitate problem resolution in an 'All Hands-on Deck' mindset with clients SIP teams.
  • Build Problem Management processes, document Root Cause Analysis on Critisit/P1 issues and share with Client SIP teams.
  • Triage issues gather Gray logs and consolidate detailed information on all Production tickets under the defined Service Level Agreement based on Priority of tickets.
  • Perform 24X7 Health checks on eCommerce Websites, Database queries and Backend systems and stop/restart Cronjobs and processes as required.
  • Available to work nights and weekends as necessary and perform 24x7 on-call support on a rotational basis.
  • Creates and maintains Level 1 Support Knowledge Base documentation in Wiki/Confluence for teams to reference and use on a day to day basis.
  • Monitors, resolves and escalates Production issues as appropriate to Level 3 Support/Development teams/Solution Architects.
  • Keep P1 Incident Notification Email Distribution and SMS Notification lists up to date on an ongoing basis
  • Coordinate issues with 3rd Party systems and communicate effectively with multiple teams
  • Coordinate the Quarterly audit reviews on VPN users and Production user access.
  • Facilitate and coordinate Change Approvals for Production Releases as required
  • Share Weekly Reports and Monthly Dashboards on Production tickets with client SIP Program teams.
  • Leads and participates in Weekly team meetings.
  • Understands and adheres to the client Mission Statement and Code of Ethics.
  • Regular and reliable workplace attendance at your assigned location.Required:
    • Excellent Verbal and Written Communications Skills with the ability to communicate to all levels of the organization from senior management to staff level teams
    • Extreme Responsiveness with ability to work under pressure in a crisis situation maintaining a clear sense of urgency
    • Superior Work Ethic with a positive, can do attitude
    • Excellent customer service skills and superior telephone etiquette.
    • Demonstrated attention to detail and excellent time management
    • Superior collaboration skills
    • Flexibility with the ability to change priorities quickly, focus on new ones without distraction
    • Ability to deal with conflict and work under pressure to meet deliverable commitments
    • Technical aptitude and a passion for learning about new emerging technologies
    • Must be able to adjust work hours to accommodate global teams
    • 24 x 7x 365 operations - evening, weekend and holiday work will be required. - provided by Dice

Keywords: Infogain, Seattle , L1/Support Analyst, Professions , Issaquah, Washington

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