Application Support Analyst

JOB DESCRIPTION

Description:
The Digital Technical Analyst is responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution.
  
Responsibilities:
Triage & Resolve support tickets as per the defined Service Level agreement 
Works on critical application/technical problem identification and resolution, including responding to off-shift and weekend support calls. 
Tickets investigation; statistical analyses, testing and analysis of application failures 
Tickets Resolution - Proactively identifying and managing issue resolutions / documenting and provide follow-up on the resolution process with requestor 
Involve in Application Availability & performance monitoring 
The Technical Analyst is also responsible for performing other job duties as assigned by Client management from time to time. 
Involve in Daily sync up and meetings with internal team including US and offshore teams 
Collaborate with Cross functional teams (Tier 3 and/or tier 1 support teams) via Teams meetings, chat, and/or email for issue triaging and resolution. 
  
  
Techinical Skills Required:
At least 2-4 years of experience in Application Support 
Expertise with relational databases support, querying and database reporting preferably Snowflake 
Experience with AWS services: EC2, S3, VPC, Route 53, RDS, CloudFormation, EC2, DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES. 
Experience troubleshooting issues related to UI / API & Data flow 
Expertise with high availability architecture 
Experience in Monitoring Tools (Ex: Thousand Eyes, AppDynamics, Grafana etc.,) 
  
Desired Skills:
Working experience with programming languages: Python, Power shell, SQL & JSON 
Working knowledge on deploying autoscaling features (no hands-on support required) 
Soft Skills Required:
Verbal and written communication skills. Ability to clearly communicate ideas 
Problem solving skills, customer service and interpersonal skills 
Education & Experience Required:
Requires a college or university degree, with 2-4 years' experience OR technical certification w/ 8 years' experience 
At least 2-4 years of experience in Application Support 
  
Required Skills : Snowflake,Grafana,AWS Cloud Formation,API,Technical Support
 Basic Qualification : 
 Additional Skills : AWS Engineer,Application Engineer,Big Data
 Background Check : No 
 
Drug Screen : No