Description

You will troubleshoot application and infrastructure issues, devise solutions, and guide the user base in a 24x7 help desk environment. You will support STAR operational services by resolving incidents, analyzing complex business problems, and conducting in-depth research. You will work with cross-functional teams to address system issues and develop proactive processes that enhance customer support. You will produce training and technical documentation for STAR business processes and applications. You will actively participate in testing activities, monitor systems, and perform system health checks. You will maintain incident management and problem resolution capabilities while working through shift work and on-call rotations.

Responsibilities

• Resolve reported incidents and issues using technical expertise in a 24x7 environment.
• Analyze complex business problems and perform related in-depth research.
• Collaborate with cross-functional teams to address business or system issues.
• Develop processes and procedures that enhance proactive and efficient customer support.
• Produce training and technical documentation for existing and enhanced STAR business processes.

Required Skills

• 5+ years of experience in production support (Level 1 and 2) and incident management.
• Intermediate to expert level query writing experience with Oracle, SQL Server, and Redshift.
• Experience with AWS services including DynamoDB and SQS.
• Proficiency in Java for application support and troubleshooting.
• Experience monitoring systems using Grafana.
• Familiarity with Jira and Confluence for tracking and documentation.
• Bachelor's degree in a related field.
• Ability to work shift work (after-hours and weekends) and on-call rotations.

Preferred Skills

• Strong written and verbal communication skills with the ability to influence staff and leadership.
• Experience working in a fast-paced environment with tight deadlines.

Key Skills

Education

Bachelor's degree