What are the responsibilities and job description for the Incident Management Analyst position at Sciprex?
Job Duties/Essential Functions
- Experience in Application support( Not Infra support),application monitoring and creating alters for thresholds values
- 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.
- Experience in eCommerce Solutions (is a plus)
- SAP Hybris knowledge
- Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets.
- Ensures that eCommerce Websites are 100% up and operational (24X7X365)
- 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.
- Excellent Verbal and Written Communications Skills with the ability to communicate to all levels of the organization from senior management to staff level teams.
- Extreme Responsiveness with ability to work under pressure in a crisis situation maintaining a clear sense of urgency.
- Excellent customer service skills and superior telephone etiquette.
- Demonstrated attention to detail and excellent time management.
- Superior collaboration skills.
- Flexibility with the ability to change priorities quickly, focus on new ones without distraction.
- Ability to deal with conflict and work under pressure to meet deliverable commitments.
- Technical aptitude and a passion for learning about new emerging technologies
- Must be able to adjust work hours to accommodate global teams
- 24 x 7x 365 operations - evening, weekend and holiday work will be required.
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