Job Description
Insight Global is looking for Application Support Analysts to join one of our clients in Phoenix, AZ. These analysts will be responsible for running the day-to-day operations of the technology platform (MS SQL Server, Oracle, Unix). Identify possible production issues, create incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicate effectively with development and internal business operations teams. Responsibilities include but are not limited to:
* Lead end-to-end maintenance of all production services related to technology. Work activities specific to Production Shared Services include: Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management.
* Actively engage and lead production support issues/incidents. Take ownership of escalations and perform trouble shooting, analysis, research and resolution.
* Ensure production and performance SLAs are met and escalate issues which needs attention.
* Perform analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision.
* Identify vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, process improvements, standards and procedures.
* Exercise judgment within defined procedures and practices to determine appropriate action.
* Serve as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests.
* Resolve complex issues. Work on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors.
* Support of on-call rotation for off-hours and weekend support as needed.
Required Skills & Experience
1. Production/Application support experience in an enterprise level environment
2. Ability to write complex SQL queries
3. Familiarity with Oracle Databases and Unix servers
4. Excellent verbal and written communication skills
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.