Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.
Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.
The Production Support Analyst is responsible for supporting application software in support of PromisePoint's web-based production environment. Under minimal supervision, you will monitor and investigate performance and functional issues in the production environment. You will observe and respond to support ticket queues, enterprise scheduler queues, and custom monitoring applications to detect and avoid/resolve technical operation issues. You will be required to work with internal and external technical teams to resolve production issues.
Field incoming problem tickets from end-users and administrators to analyze and resolve application issues within web servers, databases, and other mission-critical systems
Interacts with business users and software vendors to troubleshoot software application issues
Assist in the pre-production testing of application upgrades and/or custom developed applications and be responsible for assisting in the deployment of the production ready products
Performs system administration and configuration of web application software
Develops and maintains detailed administrative-level technical and help documentation for the operation of the applications
Analyze documented issues and resolutions to find ways to prevent repeated problems
Communicate application scheduled downtime or unforeseen problems details to key stakeholders, including management, internal teams and end users
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
Regularly monitor infrastructure, servers, databases, distributed batch jobs
Triage technical issues or escalate and work with appropriate technical teams to provide solutions or a temporary work-around
Support production releases
Work with team members to coordinate incident management coverage
Provide communications during critical incident situations
Answer end user phone calls, monitor ticket queue, ticket analysis
Incident impact analysis
End to end view of issues for objectivity
Influence senior technology leads to ensure timely resolution of incidents
Participate and ensure RCA (root cause analysis) activities on client impacting incidents are executed and action items are assigned / completed.
Provide expertise and support during critical incidents, interfacing with all impacted groups to better manage the message
Chronic issue coordination and leadership
Suggest and implement process improvements and innovations
2+ years web-based application support - HTML, XML, SQL
Excellent communication skills, both verbal and written, with the ability to lead a conference call
Strong problem management skills in a technical support environment with acute attention to detail
Comfortable providing clear problem descriptions and guidance to business users in a time critical environment.
Should be able to provide 24/7 on-call support in rare situations and during after hour scheduled maintenance
Proven experience in incident/problem management
Ability to work independently as a self-starter, and within a team environment. Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously.
Solid understanding of the major functionality bundled into a release, both from a technology and business point of view
Build strong knowledge quickly of relevant applications and development life cycles
Understands and adheres to process and standards
Working knowledge of Microsoft products, including Outlook, Word, Excel, and PowerPoint
Experience with IIS is a plus
Experience in power shell, or similar scripting languages is a plus
Experience with distributed applications (Windows, SQL, SQL Server, etc.) is a plus
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.