Job Description :

Sr Tech Support Analyst - Polaris/ Cirrus
MN location only

"This Production Support role will support Optum’s cloud based java application called Cirrus. Cirrus is a sophisticated claim adjudication application that will revolutionize the health care industry by increasing flexibility, configurability and reliability while decreasing operational costs.

Role responsibilities:
Monitor incident input pipelines and pick up Incidents on an availability basis
Follow up on alerts (email, text, phone, monitoring dashboards) and tickets created automatically or manually
Create Incident, Problem, and Change Tickets in ServiceNow as required
Access data from Monitoring, Error Logs, Queues, and Databases to analyze an Incident
Triage issues based on knowledge of applications and it’s infrastructure, and by using Play Books
Create/modify Play Books for Incident Triage on applications
Re-assign Incidents based on triage knowledge required
Communicate with Business and DEV teams as required for Triage and Root Cause Analysis
Suggest Improvements in Architecture, Design and Implementation of the applications to increase stability
Suggest Improvements in Monitoring and Application Logging
Ensure OPS SLAs are not being broken
Provide SME Triage and Root Cause Analysis in War Rooms
Participate in 24/7 support rotations

"Required Qualifications:
4+ years overall IT experience as a support analyst, developer, quality analyst, systems analyst
2+ years working experience with Java in a production support, test or development role.
1+ years of SQL development experience
End user experience with Incident or Problem Management Systems (ServiceNow preferred) and/or 2+ years Production Support experience

Preferred Qualifications:
Jenkins, Codehub, Git, Artifactory, MySQL, RabbitMQ application/systems experience as a developer, tester or analyst