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    Production Support Analyst - Washington, United States - Hexaware Technologies

    Hexaware Technologies
    Hexaware Technologies Washington, United States

    4 weeks ago

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    Description

    What Working at Hexaware offers:

    Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

    Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

    With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware's commitment towards creating smiles.

    "At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together."

    We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion—the driving force that makes one smile and innovate, create, and make a difference every day.

    The Hexaware Advantage: Your Workplace Benefits

    • Excellent Health benefits with low-cost employee premium.
    • Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage
    • Unlimited training and upskilling opportunities through Udemy and Hexavarsity

    Role: Production Support Analyst

    Location: Washington, DC

    Work Mode: Hybrid

    Job Key Responsibilities:

    • Utilize your 2 years of experience in L1 support and 2 years of experience in .NET Technologies to handle Level 2 analysis of incidents.
    • Allocate issues, conduct thorough investigations, identify root causes, and present clear and correct bug reports to the development team.
    • Adhere to SLAs for triaging incidents received from the service desk, ensuring timely resolution.
    • Create and maintain documentation, including how-to articles, troubleshooting guides, and user guides, to contribute to the existing knowledge base.
    • Maintain regular communication with the Development team, IT Support, Products team, and QA team on a daily basis.
    • Demonstrate knowledge of the SDLC and the role of a Support Engineer within it, including bug/incident lifecycle management.
    • Work with desktop and web applications, utilizing knowledge of software development life-cycle methodologies such as Iterative, Agile, etc.
    • Leverage expertise in Microsoft .NET Core / 6.0 / 7.X framework, including ASP.Net, ASP.NET MVC, ASP.NET API, C#, JavaScript, and Angular.
    • Deep understanding of REST API and client-server architecture.
    • Proficiency in SQL, including complex queries and query optimization, as well as reading and analyzing logs.
    • Successfully troubleshoot and narrow down issues, identify root causes, and propose creative solutions to address customer concerns.
    • Manage multiple tasks with changing priorities effectively.
    • Serve as a point of communication with clients, product management teams, and other stakeholders in the ecosystem.
    • Apply IT Service Management knowledge, with ITIL certification considered a significant advantage.
    • Demonstrate strong written and verbal communication skills.
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