Production Support Analyst 2-4 years

3 weeks ago


Sany, India ShellSquare Softwares Full time
Experience Level: 24years.Location: Trivandrum Work fromofficeJob Type:FulltimeShift Pattern: 5 Days On / 5 DaysOff 12Hour Rotational ShiftsPrefercandidates fromKerala.

Responsibilities:
1.Prioritize incidents ensuring timely and highqualityresolution.2. Acknowledge incoming ticketswithin the specified response SLA.3. Takeownership and see through all priority customerincidents.4. Diagnose and provide technicalresolutions for system software and applicationrelatedissues.5. Conduct rootcause analysiscollaborating with Retail Systems to proactively eliminatepotential problems.6. Technically escalatetickets requiring further investigation to thirdline supportteams.7. Collaborate with Development QA andDevOps teams to expedite incident resolution and ensure seamlesssupport service delivery to customers.8.Handle internal and external customer interactions professionallymaintaining a high level of service andcommitment.9. Clearly document all customerinteractions and steps taken to resolveincidents.10. Create and publish KB articlesand documents for internal and externaluse.11. Identify and escalate situationsrequiring urgent attention.12. Manageproduction servers (Linux andWindows).

Requirements:
24 years of relevant experience. Knowledgein command line UNIX SQL scripting and database management(Cassandra Redis). Excellent written andverbal communication skills. Experience ingeneral application and infrastructure support (incident changeproblem management controls monitoring production processing) ITILframework industry delivery and support standards and processesknowledge management systems and ITSM tools.Strong problemsolving and analytical skills.Ability to troubleshoot issues and findsolutions. Good organization andcommunication skills. Knowledge in toolslike Kafka offset explorer Kafka Magic tool Another Redis Cassandra&Datadog.

ticketing,database,communication,api,linux



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