Technical Operations Analyst

JOB DESCRIPTION:

1. Provide 3rd line support to incidents/problems escalated by Level 2 support.
2. Perform code level investigation/troubleshoot of incidents and problems and implement code changes in a highly technical environment.
3. Driving to get the root cause of the issue as part of attending incident tickets.
4. Gather data, tests, and replicate incidents and problems.
5. Use monitoring and diagnostic tools or run tests to investigate and resolve problems quickly and accurately.
6. Create and maintain knowledgebase articles to document defects, common issues and processes.
7. Database interrogation using Database Server and queries to analyze impact of defects.
8. Investigate, diagnose and report software defects to Build Team or Software vendor for resolution and test the implemented fixes.
9. Identify and implement workarounds until the underlying issues/defects are resolved
10. Resolves complex issues.
11. Triaging application issues and driving to get to the root cause of issues.
12. Perform approved minor service requests.
13. Consult and coordinate the effort within the team and other support team to resolve incidents in timely manner
14. Regularly update stakeholders in an ongoing troubleshooting and resolution efforts
15. Develop and maintain relationship with different stakeholder and supporting teams
16. Participate in technical training programs, collaborations and knowledge sharing sessions, and self-directed learning. Stays informed of new support methodologies/approaches/technologies.
17. Contribute in building application AMS knowledgebase in application troubleshooting and resolution, with collaboration with App Owner, L2 Support, L4 Support, and Build Teams
18. Participate and contribute in establishing continuous improvement culture to achieve AMSs goals related to minimizing tickets escalated to IT-FD-AMS.
19. Gather data needed in function metrics reporting and analytics for decision making and improvements insights.