Title: L1/L2 Support Analyst Location: Issaquah, WA Duration: 6-12 Months Contract
Job Duties/Essential Functions:
Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets
24 x 7x 365 operations - evening, weekend and holiday work will be required.
Set up automated monitors/alerts for P1/P2 tickets/issues.
Respond ASAP to P1 Critsit/Site Down issues, open a conference bridge, send our Incident Email Notification, collect detailed information and facilitate problem resolution in an ‘All Hands-on Deck’ mindset with clients SIP teams.
Build Problem Management processes, document Root Cause Analysis on Critisit/P1 issues and share with Client SIP teams.
Triage issues gather Gray logs and consolidate detailed information on all Production tickets under the defined Service Level Agreement based on Priority of tickets.
Perform 24X7 Health checks on eCommerce Websites, Database queries and Backend systems and stop/restart Cronjobs and processes as required.
Available to work nights and weekends as necessary and perform 24x7 on-call support on a rotational basis.
Creates and maintains Level 1 Support Knowledge Base documentation in Wiki/Confluence for teams to reference and use on a day to day basis.
Monitors, resolves and escalates Production issues as appropriate to Level 3 Support/Development teams/Solution Architects.
Keep P1 Incident Notification Email Distribution and SMS Notification lists up to date on an ongoing basis
Coordinate issues with 3rd Party systems and communicate effectively with multiple teams
Coordinate the Quarterly audit reviews on VPN users and Production user access.
Facilitate and coordinate Change Approvals for Production Releases as required
Share Weekly Reports and Monthly Dashboards on Production tickets with client SIP Program teams.
Leads and participates in Weekly team meetings.
Understands and adheres to the client Mission Statement and Code of Ethics.
Regular and reliable workplace attendance at your assigned location.
Thanks & Regards, Micheal Johnson ( Sukumar ) IT Recruiter, TEKenergy llc 9901 East valley Ranch Parkway, Ste#3045, Irving, TX-75063 LinkedIn Link: https://www.linkedin.com/in/sukumar-n-0a0368208/ Mail: | Desk: Ext. 108 Fax:
