Senior Operations Support Analyst
Bellevue, WA

Job Description

* Serve as a Subject Matter Expert / Product Manager and Level 3 technical escalation resource
* Install, administer and maintain Kafka at enterprise level
* Responsible for validating and rolling out new updates enterprise wide
* Use software support tools to identify, diagnose, and resolve issues
* Research and resolve technically complex and/or escalated tickets in line with service level commitments and processing deadlines
* Perform client impact ana lysis and document root cause analysis findings in follow up to critical production incidents
* Track handling of support incidents through ticketing system, to include detailed resolution notes to support a knowledgebase repository
* Support Incident Management practices, following established ticketing, escalation, and notification procedures
* Support code deployments & configuration changes to production and non-production systems, following established Change Management practices
* Assist with Ops Support coverage by participating in on-call rotation

Required Skills, Knowledge and Abilities

* Relevant IT experience of 6-8 years working in a corporate, technical role
* Strong knowledge of IT Infrastructure, Software Development and Quality Assurance concepts and tools
* In-depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution
* Having worked in a support capacity would be an advantage
* The ability to learn quickly and apply new knowledge effectively
* The ability to multi-task, prioritize, and adapt quickly based on the needs of the department and the organization
* The ability to work both independently and as part of a team