Job Description
Who we are.
Build a brighter future while learning and growing with a Siemens company at the intersection of technology, community and sustainability. Our global team of innovators is always looking to create meaningful solutions to some of the toughest challenges facing our world. Find out how far your passion can take you.
About the Job
Sr Production Operations Analyst – Team is seeking an experienced Support Analyst that provides technical application support to our Customer Support organization. In this role, you will work closely with the Client Support and our Technology teams in providing exceptional customer service and troubleshooting support. The successful candidate will triage, investigate, and / or escalate specifically related to the functions of the application(s). A strong candidate will have the ability to learn and assess various application and data issues, as well as manage issues through to resolution. This role serves as a primary support liaison between CSC (Client Support) and our Technology teams (CloudOps, Eng, etc.).
Responsibilities:
• Develop, co-ordinate and promote incident management activities across the entire enterprise and take responsibility for the effective functioning of the Incident Management processes across all support areas
• Priority assessment, incident Investigation & diagnosis, execute Knowledge Base triage steps in standard operating procedure (SOP).
• Compose internal communications to all levels of management while conveying the appropriate level of urgency with no supervision (executive updates with some supervision)
• Create and manage metric report requests for internal management
• Troubleshoot issues delving into root cause efforts and ability to handle disparate types of client inquiries.
• Support service uptime and MTTD / MTTR targets as service level agreements.
• Provide technical support for the applications, understanding their data flow and end user interfaces. Perform deep dives into issues, diagnose/resolve, and/or escalate to ensure optimal performance.
• Participate in on-call rotation to provide 24/7 support for critical systems and applications.
Qualifications
• Bachelor’s degree in computer science or equivalent
• Three to five years of experience in the Information Technology field of production or application support
• ITIL Foundation Certification or similar.
• Must be a team player and have the ability to work across technical and business groups
• Must be able to act as the medium between Client support and technology
• Knowledge of relational databases and client/server technologies
• Experience with ticketing tools - JIRA, Salesforce, etc.
• Experience with monitoring tools – Splunk, Datadog, etc.
• Excellent written and oral communication
• Act as a liaison across multiple business areas and facilitating communication with executive-level stakeholders
• Strong analytic, organizational and problem-solving skills
• Ability to learn quickly and adapt to change
• Strong and collaborative work ethic; team oriented; high integrity
• Expert and proven analysis, judgment, decision making, organizational, and planning skills working in an autonomous and proactive manner
• Passion and demonstrated ability for continuous process improvement
• Strong experience working directly with customers & ability to brainstorm concepts
• Ability to work independently as well as a part of a team
