Randstad System Service and Support Analyst in Merrimack, New Hampshire
System Service and Support Analyst
Monday, October 10, 2016
System Services and Support Analyst
Senior Production Support Specialist responsible for all production aspects of the Infrastructure & applications. This position will also provide on call evening and weekend support on a rotational basis, and be responsible for providing technical leadership to a small team of on- and off- Shore resources
Triage and escalate production incidents in a timely manner.
Independently manage high impact and critical production incidents with minimal guidance.
Understand, troubleshoot and mitigate issues on multiple technology platforms.
Work with software vendors and development teams to diagnose and troubleshoot problems.
Lead and manage multiple projects, and deliverables in a dynamic environment.
Provide clear, concise oral and written communication targeted across multiple levels of the organization.
Evaluate and oversee implementation of new systems & applications, ensuring adherence to application support best practices.
Provide guidance and oversight to other members, of the support team.
Analyze metrics, identify trends, provide recommendations, and develop best practices in incident / problem management programs.
Provide evening and weekend on call, and special event support on a rotational basis.
Develop technical and process documentation.
Eager to learn new systems & technology.
Education and Experience
Bachelor s degree in computer science, engineering, or equivalent experience.
5+ years of production support experience
Strong knowledge of cross platform application environments, including cloud, network and storage systems.
Experience with problem management and documentation.
Financial services industry experience is a plus.
Skills and Knowledge
A self-starter and team player who is assertive, innovative, and can independently manage multiple responsibilities in a dynamic environment.
Highly effective business communication and influencing skills.
Strong process focus around change, incident and problem management.
Strong problem solving and negotiation skills.
Strong working knowledge in Linux/UNIX and Windows Server Environments
SQL and Data Analysis Skills
Disaster Recovery Experience
Flexibility & Adaptability
Is willing to experiment, risk, and seek resources to learn, grow, and find solutions
Adjusts to new or changing assignments, processes, and people.
Quickly understands the essence and the underlying structure of things
Rises to the challenge of unfamiliar tasks and responsibilities
Anticipates impact of change
Extends and deepens learning and effectively integrates new information and skills to enhance performance
Regards challenge as an opportunity for new learning; seeks out challenges in order to learn
Accepts new or radical ideas with an open mind; avoids snap reactions.
Can intuitively apply this new information to generate solutions to problems
Adeptly learns in the context of a challenge
Uses ingenuity to compensate without having the total picture
Can independently lead triage calls across multiple support teams and customers in a timely and concise manner while exercising clear communication and follow through
Coaches others on applying fact-based decision making processes
Presents alternative options/ approaches to solving problems by generating cost/benefits associated with each solution
Applies research and/or additional benchmarking data to generate solutions
Creates clear and compelling arguments to communicate decision using available information and assumptions
Identifies potential impact of problems on other groups, processes, organizations, or issues
Draw conclusions from incident investigations resulting in recommendations for further system improvements
Recommends applications/tools to improve system integrity
Ability to identify users and situations that may be hazardous to the system/network and take action to prevent harm