Job Description :
Job Title: Production support analyst
Relevant Experience
(in Yrs) 7+ yrs
Technical/Functional Skills
Intermediate to advanced knowledge in IBM WebSphere Portal
Knowledge about Lotus Notes / Domino applications /CMS
Knowledge of SQL Server 2008/12
Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, SSL, SFTP, LDAP, Active directory etc.
Demonstrable knowledge of Windows 2008/12 server O/S
Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
Ability to make appropriate technical decisions regarding service restoration i.e. rebooting servers, engaging other teams, etc.
General understanding of networking/LAN/WAN/DMZ concepts ,load balancers, active directory
Knowledge of performance monitoring tools and analysis i.e., MS PerfMon, DebugDiag, SQL Profiler,WireShark,NetMon,Fiddler, Log Parser etc
Excellent Witten & Verbal Communication skills
Experience Required Following certificates would be added advantage.
IBM Certified WebSphere Solution Developer WebSphere Portal
ITIL Foundation Certificate in IT Service Management
Roles & Responsibilities
Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms;
To determine root cause of incidents (configuration vs defect); Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents;
Installation of applications in supported environments;
Deployment of application upgrades and fixes in QA;
Responding to automated alerts on the health of systems;
Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications;
Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status;
Adhere to EY and ITIL guidelines for Incident, Problem and Change Management;
Effective call management including logging, monitoring/updating, prioritizing and resolving calls in a timely fashion;
Ensures all work is carried out and documented in accordance with required standards, methods and procedures;
Selects appropriately from applicable standards, methods, tools and applications and use accordingly;
Demonstrates analytical and systematic approach to problem solving;
Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences;
Plan, schedule and monitor work activities in order to meet time and quality targets;
Absorb rapidly new technical information, business acumen, and apply it effectively;