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L1/L2 Support Analyst

RyanBPMDallas, TX🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeOn Site
LocationDallas, TX, United States
DockerSQLShellComplianceJavaServiceNowAzureKubernetesJiraLinux

Job description

Job Title – L1/L2 Support Analyst

Location: Dallas, TX (5days Onsite)

Need 10+ Years experience

Job Description

  • Production Support
  • Linux/Unix administration & Shell scripting
  • Java based application support
  • SQL querying and database troubleshooting
  • Azure Cloud exposure with Docker & Kubernetes
  • ServiceNow (Incident, Problem & Change Management)

Mandatory Skill

  • Manage and resolve tickets efficiently using ServiceNow and JIRA.
  • Work with Linux / Unix environments, perform Shell scripting, and execute SQL queries.
  • Support and maintain Java-based applications.
  • Utilize Azure services, including Kubernetes and Dockers, for cloud-based solutions.
  • Monitor logs and troubleshoot system issues.
  • Handle shift management to ensure smooth workflow and support coverage.

Job Description

  • 5 years of strong production support (L1/L2) experience.
  • Working Knowledge in Java, Unix, Azure (Kubernetes and Dockers) & SQL.
  • Take ownership of user problems and be proactive when dealing with user issues.
  • Monitor all s and report any issue that may significantly impact the business.
  • Monitoring, analysing, troubleshooting problems, providing code fixes and testing.
  • Issue and query resolution.
  • Willing to work in 24x7 shifts on rotational basis.
  • Create/develop/utilize application monitoring solutions to enhance application availability and performance in production.
  • Conduct root-cause analysis and propose a corrective action plan.
  • Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams.
  • Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records.
  • Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
  • Ensure on-time delivery of all assigned tasks – incidents, problem tickets, etc.
  • Experience in handling Critical Incidents (P1 and P2) and Bridge call.
  • Adhere to the defined support delivery process/guidelines.
  • Problem Management, Incident Management, Change Management, SLA Compliance.

Excellent interpersonal skills, team player, proactive, self-starter and motivated

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