Technical Operations Analyst

JOB DESCRIPTION:

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