Description :
The Digital Technical Analyst is responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution.
Responsibilities :
- Triage & Resolve support tickets as per the defined Service Level agreement
- Works on critical application / technical problem identification and resolution, including responding to off-shift and weekend support calls.
- Tickets investigation; statistical analyses, testing and analysis of application failures
- Tickets Resolution - Proactively identifying and managing issue resolutions / documenting and provide follow-up on the resolution process with requestor
- Involve in Application Availability & performance monitoring
- The Technical Analyst is also responsible for performing other job duties as assigned by Client management from time to time.
- Involve in Daily sync up and meetings with internal team including US and offshore teams
- Collaborate with Cross functional teams (Tier 3 and / or tier 1 support teams) via Teams meetings, chat, and / or email for issue triaging and resolution.
Techinical Skills Required :
- At least 2-4 years of experience in Application Support
- Expertise with relational databases support, querying and database reporting preferably Snowflake
- Experience with AWS services : EC2, S3, VPC, Route 53, RDS, CloudFormation, EC2, DynamoDB (NoSQL), Lambda, logging / CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront / WAF, SQS, SNS, SES.
- Experience troubleshooting issues related to UI / API & Data flow
- Expertise with high availability architecture
- Experience in Monitoring Tools (Ex : Thousand Eyes, AppDynamics, Grafana etc.,)
Desired Skills :
- Working experience with programming languages : Python, Power shell, SQL & JSON
- Working knowledge on deploying autoscaling features (no hands-on support required)
Soft Skills Required :
- Verbal and written communication skills. Ability to clearly communicate ideas
- Problem solving skills, customer service and interpersonal skills
Education & Experience Required :
- Requires a college or university degree, with 2-4 years' experience OR technical certification w / 8 years' experience
- At least 2-4 years of experience in Application Support
Required Skills : Snowflake,Grafana,AWS Cloud Formation,API,Technical Support
Basic Qualification :
Additional Skills : AWS Engineer,Application Engineer,Big Data
Background Check : No
Drug Screen : No
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