What are the responsibilities and job description for the L1/L2 Support Analyst | TX | WA position at Sciprex?
Title: L1/L2 Support Analyst
Location: Issaquah, WA or Dallas, TX
Duration: 6-12 Months Contract
Job Duties/Essential Functions
Location: Issaquah, WA or Dallas, TX
Duration: 6-12 Months Contract
Job Duties/Essential Functions
- Experience in Application support( Not Infra support),application monitoring and creating alters for thresholds values
- Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets
- Experience in eCommerce Solutions (SAP Hybris knowledge is a must)
- 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.
- Database knowledge and writing SQL queries is mandate.
- Reading the log files and getting into the root cause of the issue
- Experience in Google cloud is an added advantage.
- Ensures that eCommerce Websites are 100% up and operational (24X7X365)
- Set up automated monitors/alerts for P1/P2 tickets/issues.
- 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.
- Share Weekly Reports and Monthly Dashboards on Production tickets with client SIP Program teams.
- Must be able to adjust work hours to accommodate global teams
- 24 x 7x 365 operations - evening, weekend and holiday work will be required.