Job Description :
Project Polaris
Title Sr Tech Support Analyst
Location MN
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
What is the interview process (face to face, phone, combo, etc)
Face to face