Full Job Description
Production Support Analyst
JOB TITLE: Production Operations Analyst
PRINCIPLE PURPOSE OF JOB:
The Production Operations Analyst will be responsible for the 24 x7 monitoring of RCA application processing along with managing all events impacting production processes, SLA’s and client satisfaction.
ESSENTIAL JOB RESPONSIBILITIES:
Analysts will monitor Batch processing in a 24 x 7 environment
Monitor and troubleshoot issues in Production & Stage Environment involves log scanning, understanding interdependency between different applications & 3rd party software
Interfaces with the Development, QA and Release management teams for managing releases of all RCA application and services into Production
Escalating issues as needed while communicating status and risks to management.
Responsible for participating in Root Cause Analysis weekly call for production events and tracking completion of corrective actions items determined in the Root cause analysis
Responsible for continual improvements of client job scheduling and workload management
Coordinates activities between on shore and off shore support teams.
Review the operational readiness of new products and services being transitioned into production environment.
Other Related Responsibilities
Maintains production support documentation library ensuring documents are current, accurate, and available to appropriate groups
Follows and supports IT business processes including change management, configuration management, and disaster recovery and business continuity
Actively participates in Disaster Recovery/Business Continuity planning and testing. Activities to include actual live fail over and fall back exercises
Provides advanced support and direction for the integration of 3rd party systems or applications required to support the business
Implements processes and procedures using the ITIL framework
Works towards continual improvements of process and procedures with a goal of operational excellence.
Other duties as assigned including active participation in Projects related to both the IT department and the company as a whole
4 years of relevant experience in an information technology environment, application maintenance & support, exposure on production support
Strong in Unix/Linux commands and Shell and KSH scripting
Proficient in SQL Server and Windows technologies
Proficient with Microsoft Office Suite (Word, Excel, Power Point)
Prior Abinitio software experience preferred
Team player with strong desire to assist and share knowledge
Ability to work and support off hours
Works with a sense of urgency
Prior health plan operations experience helpful
Professional with ability to properly handle confidential information
Ability to work well independently and in a team environment.
Ability to handle multiple tasks, prioritize and meet deadlines.
Excellent written and verbal communication skills.
Exhibits behaviors consistent with Cotiviti Values.
knowledge of Production Operations role
4+ year working knowledge on Linux/Unix OS & Windows OS
4-year degree or equivalent experience in Information Technologies
4+ years working in a Production Environment.
On call availability – must be willing to carry cell phone and check email during off hours
Must be able to sit and use a computer keyboard for extended periods of time
Must be able to lift up to 20lbs without assistance; objects such as computer and peripheral equipment
Flexible schedule to work evenings and weekends, as needed
Travel requirements low – although some travel may be necessary to out of state data center