What are the responsibilities and job description for the Production Support Analyst position at Synergy Interactive?
Responsibilities:
- A Production Support analyst will primarily be responsible for managing the technology stack to ensure we are providing the expected service to our clients through proactive system alerts, incident management, problem management and user escalations/tickets via ServiceNow
- You will troubleshoot issues across the entire stack: hardware, software, application, and network.
- Manage Incident calls with IT partners, Infrastructure teams and other technology stakeholders
- Collaborate with development teams and users to resolve Support issues
- Identify areas for improvements including automation, toil reduction, resiliency and observability across the platform and help build up the knowledge and documentation for the team
- Operate on a follow-the-sun support model, with global production support coverage in Asia, EMEA and North America. You will participate in weekend and off hours on-call on rotational basis, and be point of escalation during critical incidents
- Ensure that our global teams are working together and following consistent procedures and practices.
Qualifications:
Skills Required:
- A college graduate in Computer Science(preferred) but exposure to Technology
- Working knowledge of UNIX/LINUX operating system, Any scripting language (E.g., Shell Scripting, Python, Perl,or JavaScript) and a Relational database (E.g., Sybase, DB2, SQL, Postgres and so on)
- Excellent and confident communicator to manage high-pressure environment
