Operations Analyst (LMS)

Job Description

Responsible for daily Production Support functions for suite of applications or products Work with Front-Line Analysts to troubleshoot complex technical issues. Fix production issues by analyzing logs, configurations, SQL queries, stored procedures, monitoring tools and so on (2+ years of coding experience is preferred) Ensure that all incidents related to the supported applications are resolved in a timely manner. Solve production down situations under tight SLA deadlines Escalate Major Incidents to the Incident/Service Account Manager Takes steps to reduce recurring issues in production. Provide details of recurring issues and influence the respective resolver to for permanent fix. Escalate if there are delays in permanent fix Develop deep understanding of the underlying technical architecture and the product modules Document SOP, Operations Handbook, troubleshooting steps and service restoration details After hours / On-call support (Rostered)