Support Analyst

4 semanas atrás

Brazil OSF Digital Tempo inteiro

Join our team at OSF Digital, where innovation meets excellence in the realm of digital transformation. As the largest global Salesforce Partner, we're on the lookout for talented individuals who resonate with our core values of integrity, client-centricity, and collaboration. At OSF, we harness AI to create smarter, more efficient solutions that propel businesses forward.


We believe in the power of remote work and the flexibility it brings to our one-team culture, fostering a global community of forward-thinkers. Our employees enjoy a range of benefits designed to nurture their professional growth, continuous learning opportunities, a collaborative culture, and the chance to work on transformative projects with a global impact.


We are looking for a dynamic and proactive Support Analyst - Backend with a focus on Java to join our team, you will work in the support area, playing a crucial role in ensuring the reliability and performance of our systems and applications. You will be part of a dynamic team dedicated to maintaining seamless operations and improving our incident management processes.


Responsibilities:

  • Monitor our systems and applications, ensuring that everything is working perfectly.
  • Escalate more complex incidents to our squads, ensuring that they have all the necessary information.
  • Be proactive in identifying patterns and suggesting improvements to prevent problems from occurring again.
  • Work together with the development and operations teams to improve our incident monitoring and response processes.
  • Analyze and optimize alerts to ensure they are relevant and actionable, avoiding false alarms.
  • Analyze system logs to identify and solve problems.
  • Maintain constant and clear communication with everyone involved during incident management, ensuring that everyone knows what is happening.
  • Participate in postmortems to learn from each situation and continually improve our processes.
  • Create and update documentation of incident monitoring and management procedures and processes.


Requirements

  • Previous experience in technical support or N1 monitoring.
  • Knowledge of monitoring tools such as Grafana, Prometheus, AppDynamics, and Dynatrace.
  • Ability to diagnose and resolve basic technical problems.
  • Excellent communication skills to interact with different levels of the organization.
  • Proactivity and initiative to suggest improvements in monitoring processes and systems.
  • Ability to work well in a team and collaborate with different squads.
  • Basic knowledge of ITIL or good IT service management practices.



Skill Set:

  • Experience in DevOps environments and adoption of agile methodologies.
  • Experience with automation of repetitive tasks.
  • Knowledge of ITIL, DevOps practices, and Site Reliability Engineering (SRE).
  • Knowledge of Java programming.


OSF Digital is an equal opportunity employer. We do not discriminate against anyone due to color, gender, sexual orientation, or any other characteristic protected by law.

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