Production Support Analyst 2-4 years

Experience Level: 2-4 years.

Location: Trivandrum [ Work from office]

Job Type: Full-time

Shift Pattern: 5 Days On / 5 Days Off, 12-Hour Rotational Shifts

Prefer candidates from Kerala.

Responsibilities:

1. Prioritize incidents, ensuring timely and high-quality resolution.

2. Acknowledge incoming tickets within the specified response SLA.

3. Take ownership and see through all priority customer incidents.

4. Diagnose and provide technical resolutions for system, software, and application-related issues.

5. Conduct root-cause analysis, collaborating with Retail Systems to proactively eliminate potential problems.

6. Technically escalate tickets requiring further investigation to third-line support teams.

7. Collaborate with Development, QA, and DevOps teams to expedite incident resolution and ensure seamless support service delivery to customers.

8. Handle internal and external customer interactions professionally, maintaining a high level of service and commitment.

9. Clearly document all customer interactions and steps taken to resolve incidents.

10. Create and publish KB articles and documents for internal and external use.

11. Identify and escalate situations requiring urgent attention.

12. Manage production servers (Linux and Windows).

Requirements:

- 2-4 years of relevant experience.

- Knowledge in command line UNIX, SQL scripting, and database management (Cassandra, Redis).

- Excellent written and verbal communication skills.

- Experience in general application and infrastructure support (incident, change, problem management, controls, monitoring production processing), ITIL framework, industry delivery and support standards and processes, knowledge management systems, and ITSM tools.

- Strong problem-solving and analytical skills.

- Ability to troubleshoot issues and find solutions.

- Good organization and communication skills.

- Knowledge in tools like Kafka offset explorer, Kafka Magic tool, Another Redis, Cassandra & Datadog.