Production Support Analyst
Location
Ontario, CA | United States
Job description
- Troubleshooting network, application and system issues to resolution and isolating problems using system logs and other tools
- Design Akamai cloud-based solutions for the delivery and storage of web applications, sites and many environments
- Coordinate with DevOps, CloudOps, developers and support staff to help resolve issues and clarify requirements.
- Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
- Managing vendors, including tracking hardware/software issues and driving vendors to resolve issues.
- Following ITIL processes and procedures as it relates to incident management, change management and problem management.
- Work independently to efficiently and effectively resolve customer and client issues and support team members to meet or exceed required SLA's.
- Manage security across the environment including user administration across various applications
- Manage service requests related to domains, DNS and URL redirects.
- Provide initial incident management, follow-up and root cause reporting
- Document technical information, notes, user guides, etc. for internal or client use.
- Delivery of cross-training to other team members where required
- Subject to on-call on a rotational basis.
Job tags
Salary