Program Analyst WTS 1 to 2 Developer BATester

Job Description

As a member of the Frontline Product Support team, your role will involve providing L1 & L2 support for multiple critical applications. You will be responsible for addressing reported issues, monitoring applications for potential problems, and proactively resolving them. Working in a 24x7 environment, you will collaborate with other teams to manage high-severity incidents swiftly and effectively, ensuring the reliability and stability of essential services.**Key Responsibilities:**- Diagnose, troubleshoot, and resolve complex issues across systems and applications.- Manage daily workload to ensure users receive the best possible service, adhering to SLAs and addressing issues impacting live services.- Provide L1 and L2 application support services to client users within agreed Service Level Agreements.- Manage high-severity incidents, minimizing downtime, and coordinate with key stakeholders.- Demonstrate strong problem-solving skills to diagnose and fix complex issues, performing deep dives into logs, databases, and system metrics.- Perform proactive monitoring and address alerts before escalation.- Utilize monitoring tools to predict and prevent potential issues.- Conduct in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes.- Collaborate effectively with other teams to resolve complex issues or deploy fixes.- Engage with customers for in-depth technical discussions, particularly in resolving complex issues.- Participate in post-mortem reviews to help improve future incident response.- Maintain and update runbooks and troubleshooting documentation.- Explain technical issues and resolutions clearly to non-technical stakeholders.- Handle multiple tickets and incidents concurrently, especially during critical situations.**Qualifications:**- Strong understanding of retail media support services and workflows.- Excellent troubleshooting and analytical skills for diagnosing complex issues.- Experience in ITIL-based support environments with strict SLA/OLA adherence.- Experience in delivering exceptional customer-focused and service-driven support delivery.- Proficiency in ticketing systems like JIRA, ServiceNow, and ZohoDesk.- Advanced SQL skills and experience with database tools (Oracle, PostgreSQL, SQL Developer, pgAdmin).- Basic knowledge of IIS, Linux, and Windows server environments.- Familiarity with cloud platforms (Azure, Google Cloud).- Basic understanding of Kubernetes environment and monitoring.- Strong communication skills to explain technical details to non-technical audiences.- Ability to work in 24x7 shifts, including night shifts and on-call rotations.- Hands-on experience with monitoring tools such as Grafana, New Relic, and App Dynamics.- Self-motivated, autonomous, detail-oriented, and passionate about delivering high-quality services.- Good general understanding of Retail Media platforms and products. As a member of the Frontline Product Support team, your role will involve providing L1 & L2 support for multiple critical applications. You will be responsible for addressing reported issues, monitoring applications for potential problems, and proactively resolving them. Working in a 24x7 environment, you will collaborate with other teams to manage high-severity incidents swiftly and effectively, ensuring the reliability and stability of essential services.**Key Responsibilities:**- Diagnose, troubleshoot, and resolve complex issues across systems and applications.- Manage daily workload to ensure users receive the best possible service, adhering to SLAs and addressing issues impacting live services.- Provide L1 and L2 application support services to client users within agreed Service Level Agreements.- Manage high-severity incidents, minimizing downtime, and coordinate with key stakeholders.- Demonstrate strong problem-solving skills to diagnose and fix complex issues, performing deep dives into logs, databases, and system metrics.- Perform proactive monitoring and address alerts before escalation.- Utilize monitoring tools to predict and prevent potential issues.- Conduct in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes.- Collaborate effectively with other teams to resolve complex issues or deploy fixes.- Engage with customers for in-depth technical discussions, particularly in resolving complex issues.- Participate in post-mortem reviews to help improve future incident response.- Maintain and update runbooks and troubleshooting documentation.- Explain technical issues and resolutions clearly to non-technical stakeholders.- Handle multiple tickets and incidents concurrently, especially during critical situations.**Qualifications:**- Strong understanding of retail media support services and workflows.- Excellent troubleshooting and analytical skills for diagnosing complex issues.- Experience in ITIL-based support enviro

Keyskills :
ServiceNowLinuxStrong communication skillsNew RelicStrong understanding of retail media support servicesworkflowsExcellent troubleshootinganalytical skillsExperience in ITILbased support environmentsProficiency in ticketing systems like JIRAZoho