Job description

Role: BI Production Support Lead

Location : Charlotte, North Carolina

Job Description :

Experienced production support analyst for BI applications in AMS Region. The successful candidate will be responsible for daily Production Support functions for suite of applications. He/She will work on and ensure that all incidents related to the supported applications are resolved in a timely manner. The resource will ensure functioning of the production environment with the view to maintain stability and control.

Daily Responsibilities:

• Provide front line technical support BI applications responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues
• Solve production down situations under tight SLA deadlines
• Root cause and problem resolution follow-up
• Debug and fix production issues by analyzing java code, complex sql queries & stored Procedures
• As a part of L2 support team provide stand-by out of hrs support on rotational basis for production system
• Look for efficiency improvement in & productivity savings Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiency
• Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
• Communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues

Required Skills:

• 7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support)
• Proven expertise in BI technology stack - MSBI stack, GCP- big query, snowflake, Power BI, python, SQL/PL-SQL, UNIX, LINUX
• Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
• Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
• Ability to assess initial severity, gather impacts, creates tickets (REMEDY), engage necessary
• support teams, and escalate as necessary to ensure timely restoration
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Ability to suggest, implement ideas for enhancing the customer experience and implement best practices for cost saving
• Flexible to work for extended hours and on weekends as needed to handle high priority issues
• Good ability to navigate ambiguity and quickly establish credibility
• Excellent spoken and written English complete with clear oral communication skills
• Experience in Change management and Incident management tools

Desired Skills:

• Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues
• Working experience in SDLC processes

Job Type: Contract

Salary: $65.00 - $70.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Charlotte, NC 28202: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location

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