Support Analyst- Devops

Must Have Technical/Functional Skills

• Experience in working on DevOps

• Experience in Tools like DevOps, Bitbucket, Cloudbees, Jenkins, IBM Urbancode, Deploy, Github.

• Experience in implementing CI/CD pipeline

• Experience in Production support handling Incident Management & Problem Management

• Experience in Trouble shotting and Root cause Analysis

• Experience in Application Monitoring and Batch job monitoring

• Good experience on Status reporting

• Strong analytical & communication skill

Experience Required

Experience working in production support (L2 support)

Experience in CI/CD

Roles & Responsibilities

• Provide L2 application production support. Execute on predefined and routine tasks from business and IT teams, recurring tasks, and manual processes. Additional responsibilities include:

• Execution of service requests

• Project and enhancement handoff procedures for Production Support

• Outage planning & coverage

• System, application, and database job cycle monitoring

• Supporting releases for applications and data

• Participation in IT governance meetings and activities including change management, risk management, release management, disaster recovery, IT on point, etc.

• Provide incident management services to restore normal service operations while minimizing impact to business operations. This will include the following services:

• Conducting analysis, troubleshooting, and resolving incidents opened for Production Application systems

• Status Communication for users and key stakeholders

• Final Resolution Messaging for Senior Leadership

• Coordination with other teams to troubleshoot and resolve issues

• Conducting the Critical Incident Response process and communication

• Incident prioritization

• Escalation workflows and timelines

• Maintaining Service Level Agreements with business partners

Supporting ongoing documentation maintained within Point32Health systems and tools, including creation and periodic review of knowledgebase articles