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    Technical Production Support Analyst - New York, United States - The Wings Group HC

    The Wings Group HC
    The Wings Group HC New York, United States

    3 weeks ago

    Default job background
    Human Resources
    Description

    Office Location: New York, NY 10038

    Work Location: 100% onsite

    Duration: 5 years

    Anticipated start date: July 1, 2024

    Production Support Analyst

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    Overview: We are looking for Production Support Analyst to provide production support for IT service management, incident management from analyze to resolution

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    Core Responsibilities:

    • Provide production support for IT service management, incident management from analyze to resolution
    • Intake requests from the business users, provide level 1 support, triage issues with the users, coordinate with the product area for issues higher than Level 1.
    • Analyze, diagnose, test and resolve basic to moderate application issues.
    • Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
    • Monitor, track, and analyze incident trends and recommend user-training programs
    • Support existing applications production issues on a day-to-day basis and work with multiple teams that and resolving issues
    • Support angular and .net build application deployment and troubleshooting
    • Expert in errors and event logs analysis and find issue and guiding teams how to resolve the issue
    • Manage and support applications build and release pipelines using DevOps tools
    • Manager and support certificates request from teams and install upgrade on multiple environments and hosting locations
    • Proactively monitor server certificates and request certificate and install upgrade yearly and as need
    • Bill of Material Verification and environment set up
    • Windows Certificate Installation
    • Assist Development Team with Batch Job Configuration
    • Assist Development Team with Application Configuration
    • Assist Development Team with Pipeline set up and source control (TFS)
    • Assist Development Team with Application upgrade and migration
    • Assist with Application Source Code backup
    • Assist with Incident Management (Open bridge call and communication)
    • Monitoring Application health and Batch Jobs
    • Review Deployment document provided by the Development Team
    • Able to prioritize in a fast moving, high pressure, constantly changing environment; good sense of urgency
    • Provide essential communications, advice and support
    • Expedite reported issues affecting end-users with team members and management.
    • Keep end-user abreast of current incident and service request status.
    • Document support issues and resolutions.
    • Monitor incidents and issues through to resolution
    • Operate efficient and effective reporting on incident and problem management, where possible utilizing automated and real-time tools
    • Create weekly, bi-weekly and monthly Dashboards and KPI reports

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    Mandatory Qualifications: Candidates who do not have the mandatory skills will not be considered

    • Minimum 5+ years development experience and be able to demonstrate proficiency in developing applications with proficiency in the Software Development Life Cycle methodologies, Software Management
    • Minimum 3+ years of experience in .NET software development
    • Minimum 3+ years' experience with ASP.Net MVC version 4/5, .NET.CORE, Entity Framework
    • Proficient with JavaScript and UI frameworks such as Kendo UI, AngularJS, React JS, jQuery, HTML5
    • 3+ years of debugging practices and expertise in Microsoft .Net Framework
    • Minimum 3+ years of hands-on experience with Application Production Support
    • Expert in installing certificate (root, chain, application URL related) on the Server and IIS level
    • Expert in server configuration and Load balancer
    • Expert in server validation and communication testing and routing tables understanding
    • Expert in configuration of application(Angular, .NET, REST API, WCF and .Net Core) on the servers and load balance
    • Expert in Installing and removing application on the server
    • Strong knowledge of latest application development software's [Visual Studio 2022, C# angular] and deployment tools
    • Strong knowledge of MS IIS, Desktop and web-based applications
    • Must be able work with multiple teams (i.e. development, database, infrastructure, and project management etc.) and work as a liaison between them for resolution
    • Experience with incident calls, problem management and service management
    • Good Experience with Jira project management, JIRA service desk or similar service desk tools (i.e. Service Now, Remedy Service Desk, Zendesk etc.)
    • Ability to communicate technical information effectively with internal and external vendors.
    • Ability to multi-task and prioritize workflow.
    • Solid written and verbal communication skills
    • Must be able to work outside the business hours (including weekend) to provide support for the incident response(s) upon request
    • Good Experience with version control systems (TFS, GIT is a plus).
    • Experience with Dockers, Redis, MuleSoft, real-time database and Automate scheduler is huge plus

    The Wings Group is an Equal Opportunity Employer in accordance with federal, state, and local laws

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