SaaS Production Support Analyst
Synechron
Total des années d'expérience :18 years, 9 Mois
• Assist customers in identifying functional gaps in the core front office product, and to create detailed functional specifications for the gaps, and to determine whether those functional enhancements can be implemented by core Calypso development.
• Manage issues and track timeline of bug resolution development deliverables, and keep the customer informed of progress.
• Provide partial Production Support by managing complex product and environment issues related to the installation, use, and maintenance of Calypso products such as investigating logs, code, and database queries.
• Work hands on with the system integration teams to guide and help configure and test the systems and environments to ensure that they meet the business requirements.
Diagnosed and collaborate with R&D team in resolving customer problems.
•Enable replication and debugging of issues to verify product related bugs
•Revised documents as new issues arise
Worked closely with business and other teams to assist in the overall definition of support items and provide quick assistance to meet SLA's.
•Managed the deployment of the software package in accordance to established Release & Deployment (Production Readiness) policies, procedures and processes.
•Ensured that all change packages deemed suitable for deployment include installation plans/instructions, service desk training/documentation, back-out procedures, schedules and other information necessary to ensure a high probability of first-pass success for deployments.
•Coordinated closely with Project Managers to define project deliverables, estimates, and schedule; organize and lead project status; prepare and distribute weekly status and issue reports; manage risks, issues, and highlight resource constraints.
•Provided testing supports to QA testers to ensure projects are delivered to Production environment on schedule.
•Maintained a repository of configuration items for projects and manages key information such as build and release procedures, and dependencies.
•Developed medium and semi-complex Java application according to specifications.
•Created front-end unit tests to help test projects and maintain high quality code.
•Implemented responsible web design principles to ensure our company website renders well across multiple browser and devices.
Responsible for reviewing security information and account activity with the customer and identifying and setting account for investigation.
Resolves product or services problems by clarifying the customer’s complaint and determining the best solution to retain customers.
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