Level 1 Support Analyst

Litmus7 is seeking an exceptional talent who can work on 24x7 rotational shift to monitor, triage, fix customer Digital Landscape. Retail production support knowledge is mandatory.

• Should be ready to work on 24x7 rotations.
• 3 to 5 years of experience as an end-to-end L2 retail application support echo systems.
• Ownership, accountability and responsibility of the tasks assigned.
• Work closely with business and application owners on troubleshooting, support, and documentation.
• Excellent communication skills required to present to customer, drive P1.
• Automation skills on Terraform, CloudFormation.
• Good adaptive skills to work under pressure based on SLAs.
• Proactive monitoring such as application uptime, performance metrics, transaction failures, and key error thresholds, Databases metrics of mission-critical applications and services across on-prem and cloud-hosted environments.
• Alert triage and initial diagnosis for application performance and availability issues based on SLAs.
• Ticket creation and routing via ServiceNow based on alert severity and impact.
• Maintain and optimize monitoring visibility and dashboards as per industry best practices.
• Execute, build & keep the SOPs up to date.
• Coordinate with various application Teams, SMEs, Service Desk operations team to resolve and escalate Issues.
• Recommend & follow best practices on alerts optimizations, automations.
• Be a team player, humble and should be able to set by examples.

Technology Environment

• Monitoring platforms: DataDog, LogicMonitor, Pingmon?
• Ticketing: ServiceNow?
• Automation tooling: Terraform (cloud IAC), Ansible (on-prem)
• Oracle EBS
• Oracle Retail
• Salesforce
• SharePoint