Experience Inc. Jobs

Job Family: Project Management

Req ID: 433969

Who we are.

Build a brighter future while learning and growing with a Siemens company at the intersection of technology, community and sustainability. Our global team of innovators is always looking to create meaningful solutions to some of the toughest challenges facing our world. Find out how far your passion can take you.

About the Job

Sr Production Operations Analyst – Team is seeking an experienced Support Analyst that provides technical application support to our Customer Support organization. In this role, you will work closely with the Client Support and our Technology teams in providing exceptional customer service and troubleshooting support. The successful candidate will triage, investigate, and / or escalate specifically related to the functions of the application(s). A strong candidate will have the ability to learn and assess various application and data issues, as well as manage issues through to resolution. This role serves as a primary support liaison between CSC (Client Support) and our Technology teams (CloudOps, Eng, etc.).

Responsibilities:

• Develop, co-ordinate and promote incident management activities across the entire enterprise and take responsibility for the effective functioning of the Incident Management processes across all support areas

• Priority assessment, incident Investigation & diagnosis, execute Knowledge Base triage steps in standard operating procedure (SOP).

• Compose internal communications to all levels of management while conveying the appropriate level of urgency with no supervision (executive updates with some supervision)

• Create and manage metric report requests for internal management

• Troubleshoot issues delving into root cause efforts and ability to handle disparate types of client inquiries.

• Support service uptime and MTTD / MTTR targets as service level agreements.

• Provide technical support for the applications, understanding their data flow and end user interfaces. Perform deep dives into issues, diagnose/resolve, and/or escalate to ensure optimal performance.

• Participate in on-call rotation to provide 24/7 support for critical systems and applications.

Qualifications

• Bachelor’s degree in computer science or equivalent

• Three to five years of experience in the Information Technology field of production or application support

• ITIL Foundation Certification or similar.

• Must be a team player and have the ability to work across technical and business groups

• Must be able to act as the medium between Client support and technology

• Knowledge of relational databases and client/server technologies

• Experience with ticketing tools - JIRA, Salesforce, etc.

• Experience with monitoring tools – Splunk, Datadog, etc.

• Excellent written and oral communication

• Act as a liaison across multiple business areas and facilitating communication with executive-level stakeholders

• Strong analytic, organizational and problem-solving skills

• Ability to learn quickly and adapt to change

• Strong and collaborative work ethic; team oriented; high integrity

• Expert and proven analysis, judgment, decision making, organizational, and planning skills working in an autonomous and proactive manner

• Passion and demonstrated ability for continuous process improvement

• Strong experience working directly with customers & ability to brainstorm concepts

• Ability to work independently as well as a part of a team

• Strong work ethic, critical thinker

The Brightly Culture

We’re guided by a vision of community that serves the ambitions and wellbeing of all people, and our professional communities are no exception. We model that ideal every day by being supportive, collaborative partners to one another, conscientiously making space for our colleagues to grow and thrive. Our passionate team is driven to create a future where smarter infrastructure protects the environments that shape and connect us all. That brighter future starts with us.

We celebrate the fact that our people are individuals and have different preferences and needs. If we all thought the same, we would never think of anything new! That’s why we recruit extraordinary minds from all walks of life. We are committed to furthering our culture of diversity, equity and inclusion. We encourage applications from a diverse talent pool including protected veterans or individuals with disabilities. Reach out and we are happy to give the opportunity to discuss flexibility and reasonable adjustment requirements. Many of our team members are working effectively in a remote, virtual environment adding to our ability to offer more flexibility on how you handle your time.

Bring your curiosity and creativity and help us craft tomorrow!...Less