| Senior Support Analyst--Atlanta, GA at Atlanta, Georgia, USA |
| Email: [email protected] |
| From: Abhishek Pathak, Stellar Consulting Solutions [email protected] Reply to: [email protected] Job Description: Title: Senior Support Analyst Location: Onsite. - Atlanta, GA Type: Contract role JD: Overall, Skills 1. Work experience expected to be around 8-12 years in any IT industry with at least 3-4 years of relevant experience in operation and production support. 2. Must have experience in IoT platform and worked on AWS services and components with various IoT gateways, data communications and interfaces with any manufacturing industry, preferably packaging domain with Telit IOT platform. 3. Should be very strong in engaging and implementing the L2, L3 support with service operations team, receive instructions and manage escalation incidents to L3 engineers or 3rd party vendors as necessary with proper stakeholder management and communication. 4. Proactively maintain the support process and services and check that all requests for support are dealt with according to the agreed procedures. 5. Prioritizes and diagnoses incidents according to agreed procedures as per Incident management with proper communication and Ticket management through Service now/ Kanban. 6. Should be very good in problem Management, experienced in identifying the workarounds and data corrections with appropriate fixes, perform code analysis, code fix / enhancements based on RCAs and provide RCA, estimation with detailed Investigations and causes of incidents and seeks resolution and suggest recommendations of changes for fix, ad hoc service requests, provide software / patch deployment support, update Knowledge database, self-help documentation. 7. Work with SMEs & Architects on finalizing, design and code comments and work with QA teams on testing cycles, help with standard operational procedures and maintenance for new and changed capabilities. 8. Very strong in device configuration and support management, applying and maintaining tools, techniques, and process to identify, track, log & correct information to ensure unauthorized change, diversion, inappropriate use of information. 9. Should perform maintenance tasks and activities proactively. 10. Good analytical and problem-solving skills and ability to work in a global team environment with self-driven and with good sense of ownership/accountability. 11. Expected to meet the defined SLAs defined on RCA, Incident, Process compliance, deviations, responses for all L2 and L3 support criteria. 12. Work closely with stakeholders, SMEs, Architect, and engineers by working at the client location atleast 3 times a week during the KT phase and 1-2 weeks during the program execution. Keywords: quality analyst active directory information technology Georgia Senior Support Analyst--Atlanta, GA [email protected] |
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| Fri Jun 28 01:34:00 UTC 2024 |