Incident Management Analyst - Sciprex

Issaquah, WA

About the Job

Job Duties/Essential Functions:

Experience in Application support( Not Infra support),application monitoring and creating alters for thresholds values

Database knowledge and writing SQL queries is mandate.

Reading the log files and getting into the root cause of the issue

Experience in Google cloud is an added advantage.

Experience in eCommerce Solutions (is a plus)

SAP Hybris knowledge

Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets.

Ensures that eCommerce Websites are 100% up and operational (24X7X365)

Set up automated monitors/alerts for P1/P2 tickets/issues.

Respond ASAP to P1 Critsit/Site Down issues, open a conference bridge, send our Incident Email Notification, collect detailed information and facilitate problem resolution in an 'All Hands-on Deck' mindset with clients SIP teams.

Build Problem Management processes, document Root Cause Analysis on Critisit/P1 issues and share with Client SIP teams.

Triage issues gather Gray logs and consolidate detailed information on all Production tickets under the defined Service Level Agreement based on Priority of tickets.

Perform 24X7 Health checks on eCommerce Websites, Database queries and Backend systems and stop/restart Cronjobs and processes as required.

Available to work nights and weekends as necessary and perform 24x7 on-call support on a rotational basis.

Creates and maintains Level 1 Support Knowledge Base documentation in Wiki/Confluence for teams to reference and use on a day-to-day basis.

Monitors, resolves, and escalates Production issues as appropriate to Level 3 Support/Development teams/Solution Architects.

Keep P1 Incident Notification Email Distribution and SMS Notification lists up to date on an ongoing basis.

Coordinate issues with 3rd Party systems and communicate effectively with multiple teams.

Coordinate the Quarterly audit reviews on VPN users and Production user access.

Facilitate and coordinate Change Approvals for Production Releases as required.

Share Weekly Reports and Monthly Dashboards on Production tickets with client SIP Program teams.

Leads and participates in Weekly team meetings.

Understands and adheres to the client Mission Statement and Code of Ethics.

Regular and reliable workplace attendance at your assigned location.

Required:

Excellent Verbal and Written Communications Skills with the ability to communicate to all levels of the organization from senior management to staff level teams.
Extreme Responsiveness with ability to work under pressure in a crisis situation maintaining a clear sense of urgency.
Excellent customer service skills and superior telephone etiquette.
Demonstrated attention to detail and excellent time management.
Superior collaboration skills.
Flexibility with the ability to change priorities quickly, focus on new ones without distraction.
Ability to deal with conflict and work under pressure to meet deliverable commitments.
Technical aptitude and a passion for learning about new emerging technologies
Must be able to adjust work hours to accommodate global teams
24 x 7x 365 operations - evening, weekend and holiday work will be required.

Source : Sciprex