The Application Maintenance and Support team focuses on improving system stability and quality by eliminating chronic and repeat incidents; minimizing their impacts on production systems through effective root cause investigation. The Production Management Senior Analyst is a hands-on role responsible for day-to-day activities including the investigation and resolution of problems, fulfillment of support ticket requests and system restoration, and analyzing team metrics. The Production Management Senior Analyst will be successful by building relationships and guiding a team to its fullest potential using agile practices, such as Scrum and Kanban. This role will work across regional (US) and global platforms including SalesForce and other sales-enablement systems.
Work with product owners and technology teams to align priorities and collaborate daily
Manage transparent and trusted communication of production tickets with stakeholders
Monitor team performance and effectiveness; Protect the team from uncontrolled injection of work
Perform/approve/validate Root Cause Analysis (RCA), data updates, break-fix coding and/or scripting
Promote and coordinate continuous improvement to increase system stability and proactively reduce issues through data and trend analysis.
Advise team on operational values, best practices and process guidance
Provide business and technical expertise through team brainstorming to address challenges and develop solutions
Potential on-call support for production outage
Portfolio scrum master working with partner teams to prioritize capacity and output
Production Mgmt Senior Analyst
Essential Business Experience and Technical Skills:
Bachelor’s degree in Computer Science, Information Systems, related field
3+ years IT experience in a dynamic and fast paced change environment with enterprise and global business custom applications - experience in production support, application development, infrastructure or technology operations including RDBMS familiarity
Familiarity with Microservices / SaaS, PaaS, IaaS, CaaS (Container as a Service), Salesforce, Docker, Azure, and/or Cloud etc.
Strong verbal and communication skills; strong analytic and trouble shooting skills; ability to lead and influence others
ASE, CSM or SSM certified
2+ years of experience operating in an Agile SDLC environment utilizing Scrum and/or Kanban
3+ years programming in J2EE, Java, JSP, SOAP, Web Services, Java Script, HTML, and XML, SQL on relational DB’s such as Oracle and IBM UDB
ITSM background – problem, change, incident management and/or understanding and experience in ITIL framework and DevOps principles
Use of log and monitoring tools such as: Splunk and AppDynamics
Leading support for applications within a microservice architecture, Docker environment with integrated SaaS and CaaS environments