Senior Support Analyst – CCV/PPM

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, assess, and resolve issues related to data platforms, configurations, and infrastructure.

• Act as a bridge between technical teams and operations personnel.

• Offer analysis, problem-solving, technical support, and coordination for business stakeholders.

• Directly communicate with clients and management during production events.

• Escalate issues when necessary while updating on status and potential risks.

• Create documentation following outages.

• Collaborate with teams in data operations, development, infrastructure, and management to troubleshoot and fix application or product-related problems.

• Conduct technical and data operations meetings, prioritizing and routing reported issues based on their business impact.

• Document and enhance Production Support processes.

• Contribute system issues and resolutions to the knowledge base, promoting peer knowledge sharing and training.

• Assist data operations team members in generating incident and change request tickets.

• Follow up on outstanding tickets with engineering, infrastructure, database administration, and implementation teams.

• Monitor root cause analysis and verify the status of permanent resolutions.

• Generate and deliver daily status update reports to business stakeholders and leadership.

• Fulfill annual Performance Plan responsibilities along with any assigned special projects and duties.

⛳️ Requirements

• Bachelor’s degree in computer science, information technology, or a related technical field, or equivalent training and certification.

• 2-4 years of experience in developing or supporting enterprise-level application software within multi-node Windows or Linux Server environments.

• Comprehensive knowledge of application architectures, workflows, and monitoring tools.

• Extensive experience with SQL, Oracle, PL/SQL, MS Access, and database management tools.

• Proficient in PowerShell, Bash or VB scripting, along with Java EE and/or .NET frameworks.

• Required project management experience.

• Ability to function in a cross-functional global team environment, employing online collaboration tools.

• Capability to troubleshoot application issues and escalate them to supporting engineering teams.

• Familiarity with commonly utilized information technology concepts, practices, and procedures.

• Strong written and verbal communication abilities.

• Competence to work both independently and as part of a team.

• Capacity to manage multiple tasks, prioritize effectively, and meet deadlines.

• Must be able to provide a dedicated, secure workspace.

• Must have access to high-speed internet connectivity and the ability to set up and maintain an office environment.

• Must be able to perform duties with or without reasonable accommodation.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Disability insurance.

• Life insurance coverage.

• 401(k) savings plans.

• Paid family leave.

• 9 paid holidays per year.

• 17-27 days of Paid Time Off (PTO) annually, depending on specific level and length of service.