L1 Production Support - JobRialto : Job Details

Details are as follows: Support agents will manage MyServices tickets and Sentinus situations to resolution in a 24/7/365 environment using the knowledge articles and best practices. Support agents will also respond to requests and assist on the implementation of changes and tasks using guided instructions to perform the tasks. Daily efforts will include performing scheduled actions or responding to automated alerts to maintain an application or other platform with a priority on the production environment and best efforts for lower environments. This includes but is not limited to the following: Troubleshooting stoppages Repairing bugs Documenting application performance Coordinating with technology and/or infrastructure management to resolve issues, create enhancements/fixes to prevent future issues, and track implementation of the fixes Running business processing via schedulers and runbooks Skills: Exposure to a ticket tracking tool such as Remedy, ServiceNow, Sentinus Ability to multitask and handle a high volume fast paced environment Ability to work independently as well as with a team Ability to follow strict guidelines Dependable employee with flexible work hours Existing knowledge and skills with at least two of the following: - AWS and EC2 instances Messaging products like Tibco EMS or MQ UNIX Experience working in and with a Knowledge Base Experience working in an environment with SLAs Excellent written and verbal communication skills Excellent organization and communication skills. Nice to Have: 1-2 years of coding experience of Unix shell scripting or Python AWS Practitioner or higher Certified Education: Bachelors Degree