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Technical Analyst

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Job Summary

Location: Columbia, MD

Job Description

Job Description:

Position Description

The Technical Analyst (TA) will be a part of the Portal Operations team, providing Tier 2 support for the Portal infrastructure in the Amazon Web Services (AWS) cloud environment and on physical data centers.

Role and Responsibilities

  • Work in off-hour shifts to provide coverage for 24×7 operations support
  • Triage and troubleshoot incidents, collaborating with internal and external teams, including end users, in accordance to defined SLAs
  • Manage Sev-1 and critical issue scenarios across cross-functional teams
  • Monitor Portal performance in real-time using a suite of tools, and take appropriate action when anomalies and/or events are detected
  • Create helpdesk tickets and coordinate calls with external customers
  • Gather, review, and track the Operations team’s tasks, issues, and trouble tickets
  • Create ad hoc reports associated with Portal operations


Bachelor’s degree in computer science, information systems, related field or equivalent experience


Required Qualifications

  • 7 years of experience working with website Operations processes
  • 7 years of experience working with delivery assurance
  • 4 years of experience with helpdesk ticketing and support calls with external customers
  • Experience in AWS technologies and DevOps methodologies
  • Proven experience troubleshooting operation issues and providing Help Desk level 1 and 2 support
  • Technical experience with monitoring tools such as New Relic, Extra Hop, Dynatrace and Splunk
  • Experience with various browsers (IE/Chrome/Firefox)
  • Advanced experience with: MS Excel, including hands-on experience creating and modifying Pivot Tables; MS Word; and MS PowerPoint

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