Production Support Analyst

About TSR: TSR is a relationship-based, customer-focused IT and technical services staffing company. For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients. Mission & Vision We do not believe in building a vision around the company but building a company around our vision, which is simply; Every employee's voice matters, their effort is appreciated, and their talent is rewarded. We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner. Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.Production Support AnalystJob Description Location: New York, New York Type: Contract Job #80616 Our client, a leading financial services company is hiring a Production Support Analyst on a long-term contract basis. Job ID 80616 Work Location: New York, NY Responsibilities: A Production Support analyst will primarily be responsible for managing the technology stack to ensure we are providing the expected service to our clients through proactive system alerts, incident management, problem management and user escalations/tickets via ServiceNow You will troubleshoot issues across the entire stack: hardware, software, application, and network. Manage Incident calls with IT partners, Infrastructure teams and other technology stakeholders Collaborate with development teams and users to resolve Support issues Identify areas for improvements including automation, toil reduction, resiliency and observability across the platform and help build up the knowledge and documentation for the team Operate on a follow-the-sun support model, with global production support coverage in Asia, EMEA and North America. You will participate in weekend and off hours on-call on rotational basis, and be point of escalation during critical incidents Ensure that our global teams are working together and following consistent procedures and practices. Required Skills: 1 to 5+ years practical experience in Production support or similar role. Working knowledge of UNIX/LINUX operating system, Any scripting language (E.g., Shell Scripting, Python, Perl, or JavaScript) and a Relational database (E.g., Sybase, DB2, SQL, Postgres and so on) Experience in troubleshooting Application Issues and Managing Incidents Excellent and confident communicator to manage high-pressure environment Preferred Skills: Prior Financial Industry experience is desirable. Familiarity with SRE principles and practices, such as service level indicators (SLIs), service level objectives (SLOs), error budgets, incident management, postmortems, and blameless culture. Exposure to modern Observability Tooling such as Prometheus, Grafana, Kubernetes, Docker, Ansible etc. Knowledge of ITIL Principles, SDLC, and Agile development is desired Experience in Cloud / Distributed computing technology or certification is a plus Education: Bachelors' Degree in Computer Science, or an engineering field Pay: $44-$57 per hour.