What are the responsibilities and job description for the Application Support Analyst position at Brooksource?
This position is hybrid and you have to be able to commute onsite 3 days a week to and office in Atlanta, GA OR Chattanooga, TN.
Position Overview:
The job profile for this position is Application Development Senior Analyst and Application Development Analyst.
Application Development Senior Analyst & Analyst-
The Consumer based Digital organization is looking for a Analyst with strong problem-solving skills, a passion for continuous improvement, and demonstrated empathy for end users and client partners.
The Application Development Analyst is to do Production Support dedicated to end-to-end Level 2 support of end customers of both healthcare domains.
Key Responsibilities:
Proactive and work on Level 2 Production Support operations such as -
- 24x7 application monitoring, managed incident response, Level 2 ticket triage, and on-call support.
- Post incident review, problem ticket analysis, root cause analysis and coordination with Level 3 engineers on code fixes
- Documentation of issues, standard operating procedures, playbooks, and knowledge base articles
- Assistance with privacy and security incident triage, analysis, and reporting.
- Partnering with Level 3 engineering teams on prerelease operational readiness and observability needs
- Planned and ad-hoc Production release validations.
- Scheduled and ad-hoc business and technical operational reporting.
- Limited issue concierge services across technology teams to streamline handoffs for issues of the highest urgency and impact.
Drive continuous improvement in operational effectiveness and application resiliency, including:
- Compiling quantitative data to assess and drive improvement – such as tickets/incidents, success and error rates, root cause trends, transaction counts, financial impacts, business value, etc.
- Creating and tuning synthetic transactions, dashboards, monitoring, and alerting to gain new and different insights.
- Influencing infrastructure, business, product, and engineering partners to prioritize resolution to impactful application issues, quality gaps and technical debt.
Desired Experience/Qualifications:
- Bachelor’s degree in computer science, Software Engineering, or other related discipline and/or equivalent work experience
- Exceptional problem-solving and troubleshooting skills.
- Java/Spring boot hands on experience along with Dynatrace /Splunk tool monitoring tool experience.
- Technical expertise and presence to lead stressful troubleshooting conversations with confidence.
- Experience collaborating with offshore and near shore engineers.
- Working knowledge of software quality methodologies and software design patterns, including cloud-based systems, and experience driving software quality with attention to non-functional requirements
- Working knowledge of DevOps and agile engineering principles, practices, and tools.
- Demonstrated skill in building strong productive cross-functional relationships within a large matrixed organization.
- Excellent written and oral communication and presentation skills across a variety of technical and non-technical audiences.
