We are looking for Production Support Analyst to provide production support for IT service management, incident management from analyze to resolution.

RESPONSIBILITIES

• Provide production support for IT service management, incident management from analyze to resolution
  • Intake requests from the business users of the Office of Enforcement and Neighborhood Services, provide level 1 support, triage issues with the users, coordinate with the Enforcement and Neighborhood services product area for issues higher than Level 1.
  • Analyze, diagnose, test and resolve basic to moderate application issues.
  • Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
  • Monitor, track, and analyze incident trends and recommend user-training programs
  • Support existing applications production issues on a day-to-day basis and work with multiple teams that include HPD and OTI and resolving issues
  • Support angular and .net build application deployment and troubleshooting
  • Expert in errors and event logs analysis and find issue and guiding teams how to resolve the issue
  • Manage and support applications build and release pipelines using DevOps tools
  • Manager and support certificates request from OTI and HPD teams and install upgrade on multiple environments and hosting locations
  • Proactively monitor server certificates and request certificate and install upgrade yearly and as need
  • Bill of Material Verification and environment set up
  • Windows Certificate Installation
  • Assist Development Team with Batch Job Configuration
  • Assist Development Team with Application Configuration
• Assist Development Team with Pipeline set up and source control (TFS)
  • Assist Development Team with Application upgrade and migration
  • Assist with Application Source Code backup
  • Assist with Incident Management (Open bridge call and communication)
  • Monitoring Application health and Batch Jobs
  • Review Deployment document provided by the Development Team
• Able to prioritize in a fast moving, high pressure, constantly changing environment; good sense of urgency
• Provide essential communications, advice and support
• Expedite reported issues affecting end-users with team members and management.
• Keep end-user abreast of current incident and service request status.
• Document support issues and resolutions.
• Monitor incidents and issues through to resolution
• Operate efficient and effective reporting on incident and problem management, where possible utilizing automated and real-time tools
• Create weekly, bi-weekly and monthly Dashboards and KPI reports

REQUIRED SKILLS

• Minimum 5 years development experience and be able to demonstrate proficiency in developing applications with proficiency in the Software Development Life Cycle methodologies, Software Management
  • Minimum 3 years of experience in .NET software development
  • Minimum 3 years’ experience with ASP.Net MVC version 4/5, .NET.CORE, Entity Framework
  • Proficient with JavaScript and UI frameworks such as Kendo UI, AngularJS, React JS, jQuery, HTML5
  • 3 years of debugging practices and expertise in Microsoft .Net Framework
  • Minimum 3 years of hands-on experience with Application Production Support
  • Expert in installing certificate ( root ,chain, application URL related) on the Server and IIS level
  • Expert in server configuration and Load balancer
  • Expert in server validation and communication testing and routing tables understanding
• Expert in configuration of application(Angular,.NET ,REST API ,WCF and .Net Core) on the servers and load balance
  • Expert in Installing and removing application on the server
  • Strong knowledge of latest application development software’s [Visual Studio 2022, C# angular ] and deployment tools
  • Strong knowledge of MS IIS, Desktop and web-based applications
  • Must be able work with multiple teams (i.e. development, database, infrastructure, and project management etc.) and work as a liaison between them for resolution
  • Experience with incident calls, problem management and service management
  • Good Experience with Jira project management, JIRA service desk or similar service desk tools (i.e. Service Now, Remedy Service Desk, Zendesk etc.)
  • Ability to communicate technical information effectively with internal and external vendors.
  • Ability to multi-task and prioritize workflow.
  • Solid written and verbal communication skills
  • Must be able to work outside the business hours (including weekend) to provide support for the incident response(s) upon request
  • Good Experience with version control systems (TFS, GIT is a plus).
  • Experience with Dockers, Redis, MuleSoft, real-time database and Automate scheduler is huge plus

If you are interested in getting more information about this opportunity, please contact Irina Rozenberg Recruiting@arielpartners.com at your earliest convenience.

At Ariel Partners, we solve the most difficult problems that inhibit technology from enabling our customers to achieve their goals. Our vision is to be recognized by our stakeholders as an elite provider of IT solutions, so when they have their biggest challenges, we are on their short list. We are looking for team members who share our values of: Integrity to do the right thing even when it hurts; Commitment to the long-term success and happiness of our customers, our people, and our partners; Courage to take on difficult challenges, accept new ideas, and accept incremental failure; and the constant pursuit of Excellence. Ariel Partners is an Equal Opportunity Employer in accordance with federal, state, and local laws.