job summary:
This is a fully remote L2 Application Support role.
MUST HAVE: Need SQL, IIS, Azure, and Powershell
- Looking for cloud operations application support Solutions in Azure and web services
- Must have extensive experience within Azure and must know about the services within Intermediate to advanced knowledge in queries PowerShell experience (Intermediate)
- Will be supporting multiple web applications
- Experience with IIS and Azure DevOps
- Prefer: ITIL Certification or ITIL experience Scrum experience / change management experience
- Troubleshooting issues across multiple layers including application servers, databases, network/firewall, or end user;
- Generating reports using custom database queries for use by the business teams;
- Overseeing the rollout of a new version of an application in Stage and Production environments;
- Consolidating common requests or reports into scripts and queries which can be used by other support team members or end users;
- Monitoring server reports and application logs for trending issues that may be symptomatic of larger incidents;
- Communicating with Service Management, DBA, and dev teams to related to new processes and procedures;
- Composing and maintaining application knowledge bases for day-to-day use;
- Configuring servers to host new applications;
- Creating IP addresses, firewall rules, OpenAM, SNOW configuration items and related tasks;
- Monitoring, maintaining, and testing system availability for business continuity; and,
- Providing operational support which includes quality control, access provisioning, patching assistance, deployment assistance, and application support. ITIL Foundation certified a plus
location: Tampa, Florida
job type: Contract
work hours: 8am to 5pm
education: Bachelors
responsibilities:
Minimum Year(s) of Experience: 2
Minimum Degree Required: High School Diploma or GED
Degree Preferred: Bachelor's degree in computer science, information technology or a related discipline
Certs/Training Preferred: ITIL Foundation Certification, Microsoft Certified Professional or other IT related learnings
Position Responsibilities: - Triage of single user issues to gather data, replicate the experience and document findings for further troubleshooting
- Troubleshoots and provides solutions for technical questions and issues or routes to appropriate escalation group
- Maintains an understanding of the functional aspects of the application(s) from a business and user perspective including: purpose, capabilities, limitations and use within the business
- Performs UAT and QA functions for new software releases as time permits
- Effectively uses all support tools available and demonstrates knowledge of available resources
- Participates in operations calls, reporting current trends/issues to drive continuous improvement of process and user experience
- Updates ticketing system with accurate information in a timely manner to maintain or improve upon SLAs
- Creates and maintains technical documentation that can be used by service desk to resolve user escalations upon first contact or used by end users directly
- Identifies opportunities to shift the resolution of user issues to the closest level of first contact
- Rotation shifts for on-call and weekend support required
- Ability to work flexible hours/schedules during times of increased business activity
- Onboarding of new processes, procedures, related to new applications and services by partnering with project/product leadership to ensure repeatable predictable outcomes for Operations support team members
- Provide time critical updates to I.T., business, and vendor contacts during and after major incident response
Knowledge Preferred: - Experience handling incidents and service requests in a 24/7 production environment
- Hands on experience with ServiceNow or other ITSM tools
- ITIL service management principles, LEAN or Six Sigma training a plus
- Proficient in Microsoft Office suite and Google suite
- Understanding of local and wide area networks, protocols and simple network troubleshooting in a multitiered, load balanced environment
- Some basic knowledge of Microsoft web, application and database servers (IIS, .NET, MVC, SQL, SSIS, SSRS)
- Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues
Skills Preferred: - Excellent organizational, written and verbal skills with ability to communicate effectively with all levels of firm
- Some background in networking, Azure cloud technologies, active directory administration, system or database administration a plus
- Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to actively participate in large Incident conference calls with a wide range of personnel and management levels
- Experience with data analytics and reporting technologies such as PowerBI, Tableau, Splunk or Qilkview
Additional Skills: - MS SQL, IIS, PowerShell, Web Applications, Azure DevOps, Azure Services, Splunk,AppDynamics, PowerBi, familiarity with .net, node,js or java, Windows adminsitration,Docker, Elastic Search, RabbitMQ,API's, SOAP UI, ServiceNow
- strong troubleshooting skills (Web Applications), ability to read / undersatnd exception logs, Change Management, ITIL
qualifications:
- Experience level: Experienced
- Minimum 2 years of experience
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.