Program Analyst - WTS

Job Description

Job Summary FLPS:The Frontline Product Support team provides L1 & L2 support for multiple critical applications. This role involves addressing issues escalated by the Level 1 support team, monitoring applications for potential problems, and proactively resolving them. You will manage high-severity incidents, either independently or in collaboration with other teams, to ensure swift and effective resolution. Operating in a 24x7 environment, the team offers continuous support across all time zones, ensuring the reliability and stability of essential applications.Key Responsibilities: Diagnose, troubleshoot, and resolve complex issues escalated by the L1 team. Manage high-severity incidents, ensuring minimal downtime and impact on business operations, and lead the incident response, coordinating with all necessary stakeholders. Actively monitor system health, performance, and uptime using various monitoring tools. Address alerts or potential issues before they escalate into major problems. Perform in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes. Collaborate with development, infrastructure, and operations teams to resolve complex issues or deploy fixes. Engage with customers for in-depth technical discussions, particularly in resolving complex issues. Participate in post-mortem discussions to understand incidents and prevent similar issues in the future. Update and maintain internal documentation, including runbooks and troubleshooting guides. Create clear, concise, and accurate documentation for both internal teams and customers. Demonstrate strong problem-solving skills to diagnose and fix complex issues across various systems and applications. Ability to perform deep dives into logs, databases, and system metrics to determine the underlying cause of issues. Proficiency in using monitoring tools and interpreting data to predict and prevent potential issues. Clearly explain technical issues and solutions to non-technical stakeholders, including customers and management. Manage multiple tickets and issues simultaneously, particularly during high-severity incidents. Collaborate effectively with other teams, such as development, operations, and L3 support. Qualifications Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex issues. Experience working in an ITIL-based framework, adhering to agreed SLAs and OLAs. Proficiency with ticketing and incident management systems (e.g., JIRA, ServiceNow). Advanced SQL skills and experience with database management (e.g., Oracle, PostgreSQL). Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders. Ability to work effectively in a 24x7 support environment, including night shifts and on-call rotations. Familiarity with cloud platforms (e.g., Azure, Google Cloud). Experience with monitoring tools such as Grafana, New Relic, and AppDynamics.