Technical Analyst
Job Summary
Company:
Location: Columbia, MD
Type:
Experience:
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
Education:
Bachelor’s degree in computer science, information systems, related field or equivalent experience
Qualifications:
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
