L1 Production Support
: Job Details :

Details are as follows:Support agents will manage MyServices tickets and Sentinus situations to resolution in a 24/7/365 environment using the knowledge articles and best practices.Support agents will also respond to requests and assist on the implementation of changes and tasks using guided instructions to perform the tasks.Daily efforts will include performing scheduled actions or responding to automated alerts to maintain an application or other platform with a priority on the production environment and best efforts for lower environments.This includes but is not limited to the following:Troubleshooting stoppagesRepairing bugsDocumenting application performanceCoordinating with technology and/or infrastructure management to resolve issues, create enhancements/fixes to prevent future issues, and track implementation of the fixesRunning business processing via schedulers and runbooksSkills:Exposure to a ticket tracking tool such as Remedy, ServiceNow, SentinusAbility to multitask and handle a high volume fast paced environmentAbility to work independently as well as with a teamAbility to follow strict guidelinesDependable employee with flexible work hoursExisting knowledge and skills with at least two of the following: -AWS and EC2 instancesMessaging products like Tibco EMS or MQUNIXExperience working in and with a Knowledge BaseExperience working in an environment with SLAsExcellent written and verbal communication skillsExcellent organization and communication skills.Nice to Have:1-2 years of coding experience of Unix shell scripting or PythonAWS Practitioner or higher CertifiedEducation:Bachelors Degree