Senior Application Support Analyst in San Diego, CA at Pyramid Consulting, Inc

Date Posted: 12/3/2019

Job Snapshot

Job Description

Immediate need for a talented Senior Application Support Analyst with experience in the Telecom Industry.This is a 24+ Months Contract opportunity with long-term potential and is located in San Diego, CA. Please review the job description below.
 
Job ID: 19-48743
 
Key Responsibilities:
  • The , Service Management team is responsible for availability, reliability, performance and capacity of , applications and end-to-end , services.
  • The , Availability group within this team is responsible for centralized trouble-shooting of highly complex , service and application issues to ensure high availability and reliability of the service to our customers.
  • The team manages and resolves issues generated from automated alarms, customer facing Support teams and internal Product and Development teams.
  • Utilizing their knowledge of , service architectures, call flows, support models and processes they analyze the issues to either resolve them or engage and coordinate amongst internal SME teams as needed to assist with issue resolution. All issues are tracked and managed to resolution to meet service level targets including escalation as needed.
  • They create and continuously update knowledge base data and Return-To-Service (RTS) documentation used to troubleshoot and resolve , service and application issues to improve the efficiency and speed of resolution.
  • They develop training documentation and perform training for Tier1 and Tier2 operations and customer facing support teams to enable them to effectively troubleshoot and resolve , customer issues quickly without the need for escalation, increasing resolution times to maximize the customer experience. Individuals are needed with technical and analytical experience as well as excellent interpersonal skills and an ability to collaborate with, motivate and drive teams across several organizations to achieve a collective goal. 
  • Provide operational support in the development, analysis, and maintenance of systems, software, processes, products or equipment-Receive and respond to automated alerts and requests from Tier 1/Tier 2 Operations and customer facing Support teams, Product teams and Development teams to resolve complex , service issues.
  • Utilize knowledge of , service architectures, call flows, support models and processes to engage SME teams as needed to assist with issue resolution.
  • Track and manage , issues to resolution to meet service level targets.
  • Provide timely and accurate notification and updates to both management and other internal groups during service impacting events and major service outages.
  • Collaborate with teams to identify bugs and enhancement opportunities in systems, applications and software processes supporting , services and applications.-Assist in the deployment and test/validation of software fixes and releases.
  • Create and maintain knowledge base data and Return.
Key Requirements and Technology Experience:
  • To-Service (RTS) documentation used to trouble-shoot and resolve , service and application issues.-Create training documentation and perform training for Tier1 and Tier2 operations and customer facing support teams to effectively troubleshoot and resolve , customer issues quickly without the need for escalation.
  •  Minimum 3 years of experience in a tier 2 or tier 3 customer service role.
  •  Ability to work with minimum supervision.
  •  Ability to understand complex solutions and break them down to smaller components.
  • Working knowledge of SQL queries to mine and analyze data for troubleshooting purposes..
  • Working knowledge of Salesforce.com Service Cloud.
  • Case management, Create views, Article Management, Content Library and case management.
  • Experience searching server logs for troubleshooting.
  • Key contributor and facilitator in ensuring that , end-to-end services meet or exceed the business’s availability requirements and provide a high value customer experience.
  • Working experience in Telematics and Machine to Machine technologie
  • Function with minimum supervisory direction and have the ability to create and utilize knowledge base and RTS documentation as well as logs, monitoring tools, dashboards, scripting, etc to quickly resolve service and activation issues or quickly engage SME’s and manage them to resolve the issues .
  • Experience collaborating with experts and teams from functionally diverse groups including operations, engineering, support and development resources.
  • Required:Bachelor’s degree or three or more years of relevant work experience.
  • A degree in Computer Science or Engineering or four or more years of relevant work experience.
Our client is a leading Telecom Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration. 

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