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L2 Production Services Analyst

Richardson, Texas;

Job Description:

   Production Services Analyst required for administration of tools environment and performing operational support and tool onboarding configuration activities.

Requires excellent written and verbal communication skills.

Ability to prioritize deliverables and work incidents while driving teams to gain restoral.

Responsible for managing incidents while gaining restoral in a timely manner; creating and updating triage documentation.

Data Integrity and data quality efforts are vital in BMC Remedy.

Proactive process improvement efforts, ability and opportunity to innovate encouraged.

Must be able to communicate clearly with all levels of management and “know your audience” and their expectations when doing so; provide the right context and executive summary/communications.

Production Services is responsible for running the day to day operations of the technology platform.

Work activities specific to Production Services roles include Problem/Incident Management, Production Governance, Triage, Associate Support, etc.

The Production Services identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.

Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services.

Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.

Takes ownership of escalations and perform troubleshooting, analysis, research and resolution using advanced query and programming skills.

Performs analytical, technical, and administrative work in supporting new and existing equipment and software under moderate supervision.

Resolves more complex issues. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors.

Exercises judgment within defined procedures and practices to determine appropriate action.

Should have increased awareness and exposure to basic technical principles, concepts and techniques.

Fully competent to work under general direction on complex projects usually on specific assigned problems.

Interprets, evaluates and resolves issues pertaining to the functional operation of technology products; this includes deep understanding of customer experience, customer impacts and criticality of service for the customer.

Awareness of business or function for which technical support is needed, retrieve business data, application metrics and volume trends for business reporting.
Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills.
Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors.
Exercises judgment within defined procedures and practices to determine appropriate action.
Should have increased awareness and exposure to basic technical principles, concepts and techniques.
Serves as a fully seasoned/proficient technical resource; provides tech knowledge and capabilities as team member and individual contributor.
Perform platform, health checks, apply patches and assist in upgrading of the platform and agents.
Self-motivated individual, able to work independently and well with a team located geographically in all parts of the world.

Required Skills

  • Experience in a Production Support environment
  • Experience supporting Java applications
  • Basic knowledge of Middleware Technologies such as Weblogic, WebSphere, Tomcat.
  • Knowledge of Databases and SQL queries
  • Excellent analysis, troubleshooting and problem solving skills
  • Understanding of resource utilization/capacity planning and able to identify performance bottlenecks in a system.
  • Ability to work under pressure
  •   Excellent verbal and written communication skills
  • Ability to Prioritize deliverables
  • Ability to work independently or as a team Player

•           Ability to read log files – using Spelunk

•           Ability to write simple queries in Splunk

•           Flexible schedule required, some nights, weekends and holidays 

Desired Skills

  • Experience with Application Performance Monitoring (APM) Tools such as Aternity, Gomez, Sitescope, Introscope, AppDynamics, Dynatrace, GlassBox, or Splunk.

•           BMC Remedy

•           Problem Solving

•           Analytical skills

•           Ability to multi-task

•           Excel, PPT, One Note

.

The Chief Technology Organization:
•Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
•Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
•Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.
•Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
•Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
•Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Senior Analyst identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves more complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. Fully competent to work under general direction on complex projects.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-20035752

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus: