Production Support Analyst (Hybrid) ||| New York City, NY (Local Only)

DMS Vision • Frisco, NY

18h • Hybrid

About The Position

The Production Support Analyst supports a distributed platform as part of a global production support team focused on improving production stability and building relationships with downstream system consumers. The role involves managing the technology stack and providing expected service through proactive alerts, incident and problem management, and user escalations and tickets submitted through ServiceNow. The analyst troubleshoots issues across hardware, software, applications, and networks; coordinates incident calls with IT partners and infrastructure teams; and works with developers and users to resolve support issues. The role also contributes to automation, toil reduction, resiliency, observability, and team documentation. Support operates on a follow-the-sun model covering Asia, EMEA, and North America, with rotational weekend and off-hours on-call duties and escalation responsibility during critical incidents. The position is hybrid in New York City, with three days onsite per week, and is limited to local candidates. The listed duration is 12+ months.

Requirements

• 1 to 5 years of practical experience in production support or a similar role.
• Working knowledge of a UNIX or Linux operating system.
• Working knowledge of a scripting language such as Shell, Python, Perl, or JavaScript.
• Working knowledge of a relational database such as Sybase, DB2, SQL, or PostgreSQL.
• Experience troubleshooting application issues and managing incidents.
• Excellent communication skills and confidence managing high-pressure situations.
• Local candidate for the New York City position.

Nice To Haves

• Bachelor's degree in Computer Science or an engineering field.
• Prior financial industry experience.
• Familiarity with SRE principles and practices, including SLIs, SLOs, error budgets, incident management, postmortems, and blameless culture.
• Exposure to observability tools and technologies such as Prometheus, Grafana, Kubernetes, Docker, and Ansible.
• Knowledge of ITIL principles, SDLC, and Agile development.
• Experience with or certification in cloud or distributed computing technology.

Responsibilities

• Manage the technology stack to provide expected service through proactive system alerts, incident management, problem management, and user escalations or ServiceNow tickets.
• Troubleshoot issues across hardware, software, applications, and networks.
• Manage incident calls with IT partners, infrastructure teams, and other technology stakeholders.
• Collaborate with development teams and users to resolve support issues.
• Identify and support improvements in automation, toil reduction, resiliency, and observability across the platform.
• Build and maintain team knowledge and documentation.
• Participate in follow-the-sun global production support coverage across Asia, EMEA, and North America.
• Participate in rotational weekend and off-hours on-call support and act as an escalation point during critical incidents.
• Help ensure global teams follow consistent procedures and practices.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed