Insight Global
INTL- Production Support Analyst- Colombia
Insight Global, Plano, Texas, us, 75086
An employer is looking for a Production Support Analyst to sit remotely. You will primarily be tasked with troubleshooting and monitoring the rollout of new platforms, services and products across the enterprise. These will include the clients ecommerce platform, point of sale systems, back of house systems and related applications/ tools. You will ensure the systems are healthy and proactively manage communication across multiple internal/ external teams. You will create and define metrics, understand incident management processes and analyze metrics based on business continuity. You will help create runbooks/ knowledgebase articles, issue resolution, leadership communication and root cause analysis/ impact analysis post resolution. Additional tasks will include leveraging tools for observability/ proactive monitoring, improve alerting mechanisms, promptly respond to alerts by opening/ supporting tickets, coordinate with other teams to address these issues, manage these tickets and workflows to minimize impact and ensure timely resolution.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
3-5 years experience in incident management, platform/ application support Experience with Datadog, Splunk or related observability tools Experience developing runbooks, metrics and performing root cause analysis Ticket resolution experience and escalation (ServiceNow) Jira experience Flexible schedule, able to work off hours and on-call duties
Nice to Have Skills & Experience
Ecommerce platform/ application experience Experience with web technologies- SQL, JavaScript, GraphQL, GIT Comfortable in Unix/ Linux environments
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.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
3-5 years experience in incident management, platform/ application support Experience with Datadog, Splunk or related observability tools Experience developing runbooks, metrics and performing root cause analysis Ticket resolution experience and escalation (ServiceNow) Jira experience Flexible schedule, able to work off hours and on-call duties
Nice to Have Skills & Experience
Ecommerce platform/ application experience Experience with web technologies- SQL, JavaScript, GraphQL, GIT Comfortable in Unix/ Linux environments
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.