Technical Support Analyst

Responsibilities:

• Support Client’s Open Clientnet system in a multi-datacenter and
• multi-processing environment. They are responsible for second level problem
• determination and recovery of OVN application, operating system and hardware
• failures.
• Works closely with service partners such as Open ClientNet Operations, ClientNet Integrated Platform (VIP) Operations, VIP Coverage, Global Network Operations, Production Services and Global Support teams to ensure all VIP related services are operational and not causing member impact.
• Works closely with Application Support and the Regions when dealing with Application issues.
• Ongoing/Proactive analysis of the Open systems solution and applications to detect potential problems and alerting. When necessary makes preventive corrections and works with Engineering/Development groups to implement long-term corrective measures.
• Provide training on key technologies to the wider team as per skillsets
• Creation and coordination of the weekly Open ClientNet deployment.
• Coordinates all patching activities for OVN Systems
• Assisting in handling Open ClientNet problem queries
• Partner with Product development teams and provide Operational and resiliency requirements to new projects in the Design/Development phase
• 24x7x365 Coverage, including ability to work nightshifts as required
• Handle all calls coming into the Coverage ACD system
• Ensures processes and procedures are followed and are documented.