Tier 1 Production Support
Tier 1 production support for web IIS / Windows / ASP applications You need .net experience , however no coding. New application monitoring requires 24/7hr support, troubleshooting the issues by looking at log files, starting/stopping services, looking thru code for issues. Client needs folks watching the systems and waiting for alarms and alerts to notify you something is broken or not working. You will troubleshoot the issues by looking at log files, starting/stopping services, looking thru code for issues, etc. no coding . Tier 1 production support for internal operations team and external system users (nationwide). Inbound/outbound production issue monitoring, root-cause analysis, temporary and long term system fixes, and debugging.
This individual will be a member of the 24x7x365 National Technical Operations organization. This team is responsible for: monitoring, analyzing, and performing basic troubleshooting of customer-facing services; handling incoming escalations from other organizations; engaging appropriate engineering teams for advanced troubleshooting; gathering, tracking, analyzing, and distributing information pertaining to application and network problems. Candidate should have an interest in pursuing growth and development in the field of Windows and Unix systems administration.
Monitor customer-facing production systems using online tools.
Analyze data and metrics, interpret operational trends, react to changes in expected system behaviors and patterns in a timely manner.
Handle telephone and e-mail escalations from customer care, local markets, engineering, or management.
Host and coordinate outage bridge troubleshooting calls and engage additional resources as needed to resolve service impacting events.
Maintain accurate recordkeeping, incident timelines, turnover logs and status reports.
Perform routine maintenance on systems including change requests, data gathering requests and patch implementations.
Correlate events across multiple subsystems to narrow down potential root causes of problems.
Identify technical issues that cannot be corrected quickly, and escalate them to appropriate engineering teams.
Own production operational issues for products by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue.
Make recommendations regarding new tools and procedures that will aid in overall system uptime and reduce time to issue resolution.
Maintain productive relationships with peer organizations and vendors.
Candidate must be able and willing to work any shift in a 24x7 operation, including nights, weekends, and holidays.
sologig - 16 months ago