Senior Support Analyst

Title SeniorSupport Analyst

Location Atlanta GA

Rate $60 / hr on W2

Job Type : Contract

Client TekWissen / Cognizant

Job Description : OverallSkills

OverallSkills

• Work experienceexpected to be around 812 years in any IT industry with at least 34years of relevant experience in operation and productionsupport.
• Must have experience in IoT platformand worked on AWS services and components with various IoT gatewaysdata communications and interfaces with any manufacturing industrypreferably packaging domain with Telit IOT platform.
• Should be very strong in engaging and implementing the L2L3 support with service operations team receive instructions andmanage escalation incidents to L3 engineers or 3rd party vendors asnecessary with proper stakeholder management andcommunication.
• Proactively maintain thesupport process and services and check that all requests forsupport are dealt with according to the agreedprocedures.
• Prioritizes and diagnosesincidents according to agreed procedures as per Incident managementwith proper communication and Ticket management through Servicenow / Kanban.
• Should be very good in problemManagement experienced in identifying the workarounds and datacorrections with appropriate fixes perform code analysis code fix / enhancements based on RCAs and provide RCA estimation with detailedInvestigations and causes of incidents and seeks resolution andsuggest recommendations of changes for fix ad hoc service requestsprovide software / patch deployment support update Knowledgedatabase selfhelp documentation.
• Work withSMEs & Architects on finalizing design and code comments andwork with QA teams on testing cycles help with standard operationalprocedures and maintenance for new and changedcapabilities.
• Very strong in deviceconfiguration and support management applying and maintaining toolstechniques and process to identify track log & correctinformation to ensure unauthorized change diversion inappropriateuse of information.
• Should perform maintenancetasks and activities proactively.
• Goodanalytical and problemsolving skills and ability to work in aglobal team environment with selfdriven and with good sense ofownership / accountability.
• Expected to meet thedefined SLAs defined on RCA Incident Process compliance deviationsresponses for all L2 and L3 support criteria.
• Work closely with stakeholders SMEs Architect andengineers by working at the client location atleast 3 times a weekduring the KT phase and 12 weeks during the programexecution.

Relevant &Required Technical Skills

• Very good at understanding all the technical componentsend to end from IoT Platform gateways connectivity datacommunication internal systems integrations configuration deviceintegration.
• Good to have Telit platformknowledge API usage deviceWise suite PLC drivers cellular / ethernetconnectivity experience and SIM activation and its management.

Knowledgeable on any VPN connections and itsconfiguration.

• Basic scripting experience withUnix Python Lua shell commands can be added advantage.
• Should have overall good networking understanding andnetwork related debugging and troubleshooting skillsrequired.
• Basic knowledge in understanding PLCHMI sensors used and its machine packing domain knowledge ispreferred.
• Should have worked on AWS platformand components (S3 bucket Lambda functions Kinesis firehose SNSsimple queue services MySQL authentication and authorizationwebhooks Access Key and data collection and processingstrategy.
• Should have solid analyticalunderstanding on data and analytical tools to debug data centricissues and handle data issues and cleanup ability for all thedatabase issues.
• Good understanding onpipelines and deployment strategy.
• Shouldproactively work with Client team with help desk team infra supportteam on L1 incident management and service requests communicationand response / resolution for connected machine platform supportwork.
• Should be responsible for all thedeliverables during the training and beyond.
30+ days ago