Application Support Analyst

1 week ago

Taguig, National Capital Region, Philippines Ayuda Business Management solution Inc Full time

● SSA will be responsible for Production Monitoring and control of assigned productsincluding but not limited to following tasks:○ KPI/SLA tracking○ Analyzing system performance and availability○ Monitor system alerts○ Initial triage of system issues/alerts○ Incident and escalation management○ Updating system documentation○ Monitor the company's ticketing case system○ Post deployment system monitoring● Support UAT Testing and utilization of UAT environment fortroubleshooting/reproducing customer facing issues.● Monitor ticketing system:○ Answer, troubleshoot and resolve various technical issues escalated by internal andexternal customers.● Documentation and Training:○ Contribute to the company and Support Team's knowledge base○ Coordinate with our Technical Training Manager on development and execution ofin-depth training on Support-related tools and processes.○ Working with SMEs on improving technical documentation such as troubleshootingguides○ Providing technical support to end-users, including training and instruction on systemuse.● Enhance internal processes such as improving issue visibility for API (ApplicationProgramming Interface) users and internal stakeholders through identification andalerting of priority issues.● On-call coverage in support of our issue and incident management processes.● Willingness to work on-call and a rotating schedule, including responding toafter-hours emergencies.● Other duties as required.Qualifications:● BA/BS in Computer Science, Engineering, Information Technology, orrelated field. Relevant experience may substitute degrees● 4+ years relevant work experience in Technical and/or Application Supportwith strong knowledge of API monitoring and troubleshooting.● Mid-level to advanced experience with databases, SQL, API's – Able tocreate queries to retrieve records, an understanding of the underlying datastructures, an ability to interact with, troubleshoot JSON, REACT and RESTAPIs● Experience with Python and PostgreSQL (Postgres)● Knowledge of networking architectures and protocols (switching, VPNs,VLANs, multiple ISPs, etc.) with cross-vendor functionality (Meraki/Cisco,Unifi, Checkpoint).● Experience working with AWS Services such as Cloudwatch.● Test/Validation Experience

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