Senior Support Analyst

Title Senior Support Analyst

Location Atlanta GA

Rate $60/hr on W2

Job Type: Contract

Client TekWissen / Cognizant

Job Description:

Overall Skills

• Work experience expected to be around 812 years in any IT industry with at least 34 years of relevant experience in operation and production support.
• Must have experience in IoT platform and worked on AWS services and components with various IoT gateways data communications and interfaces with any manufacturing industry preferably packaging domain with Telit IOT platform.
• Should be very strong in engaging and implementing the L2 L3 support with service operations team receive instructions and manage escalation incidents to L3 engineers or 3rd party vendors as necessary with proper stakeholder management and communication.
• Proactively maintain the support process and services and check that all requests for support are dealt with according to the agreed procedures.
• Prioritizes and diagnoses incidents according to agreed procedures as per Incident management with proper communication and Ticket management through Service now/ Kanban.
• Should be very good in problem Management experienced in identifying the workarounds and data corrections with appropriate fixes perform code analysis code fix / enhancements based on RCAs and provide RCA estimation with detailed Investigations and causes of incidents and seeks resolution and suggest recommendations of changes for fix ad hoc service requests provide software / patch deployment support update Knowledge database selfhelp documentation.
• Work with SMEs & Architects on finalizing design and code comments and work with QA teams on testing cycles help with standard operational procedures and maintenance for new and changed capabilities.
• Very strong in device configuration and support management applying and maintaining tools techniques and process to identify track log & correct information to ensure unauthorized change diversion inappropriate use of information.
• Should perform maintenance tasks and activities proactively.
• Good analytical and problemsolving skills and ability to work in a global team environment with selfdriven and with good sense of ownership/accountability.
• Expected to meet the defined SLAs defined on RCA Incident Process compliance deviations responses for all L2 and L3 support criteria.
• Work closely with stakeholders SMEs Architect and engineers by working at the client location atleast 3 times a week during the KT phase and 12 weeks during the program execution.

Relevant & Required Technical Skills

• Very good at understanding all the technical components end to end from IoT Platform gateways connectivity data communication internal systems integrations configuration device integration.
• Good to have Telit platform knowledge API usage deviceWise suite PLC drivers cellular/ ethernet connectivity experience and SIM activation and its management. Knowledgeable on any VPN connections and its configuration.
• Basic scripting experience with Unix Python Lua shell commands can be added advantage.
• Should have overall good networking understanding and network related debugging and troubleshooting skills required.
• Basic knowledge in understanding PLC HMI sensors used and its machine packing domain knowledge is preferred.
• Should have worked on AWS platform and components (S3 bucket Lambda functions Kinesis firehose SNS simple queue services MySQL authentication and authorization webhooks Access Key and data collection and processing strategy.
• Should have solid analytical understanding on data and analytical tools to debug data centric issues and handle data issues and cleanup ability for all the database issues.
• Good understanding on pipelines and deployment strategy.
• Should proactively work with Client team with help desk team infra support team on L1 incident management and service requests communication and response/ resolution for connected machine platform support work.
• Should be responsible for all the deliverables during the training and beyond.