Production Support Analyst

6 months ago

Toronto, Canada Clearbridge Mobile Full time

At Stellar Elements, we’re good people against bad experiences.

Whether it’s customer, employee, or brand experience—we focus on closing the gap between business needs and what people actually desire. This takes passionate problem-solvers, brilliant minds, and deep wells of empathy.

Our clients love working with us because we understand their challenges, understand their customers, and we do great work while making each step of the process inspiring and energizing. We are a global force of nearly 1,000 experience experts, but we’re still a close family with a vibrant array of talents and backgrounds—united in creating better experiences for all.

**Company Overview**:
At Stellar Elements, we solve our clients’ business challenges by creating experiences that engage, innovate, disrupt, and delight. Our team is passionate about human-centric experience strategy, design and development and enjoys delivering amazing concepts and digital solutions for our clients. We have fun and enjoy hanging out with each other in a culture that supports and celebrates our diverse talents, backgrounds, and skills.

**What you will be doing**:

- Coordinate with DevOps, CloudOps, developers and support staff to help resolve issues and clarify requirements.
- Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
- Managing vendors, including tracking hardware/software issues and driving vendors to resolve issues.
- Following ITIL processes and procedures as it relates to incident management, change management and problem management.
- Work independently to efficiently and effectively resolve customer and client issues and support team members to meet or exceed required SLA’s.
- Manage service requests related to domains, DNS and URL redirects.
- Provide initial incident management, follow-up and root cause reporting
- Document technical information, notes, user guides, etc. for internal or client use.
- Delivery of cross-training to other team members where required
- Subject to on-call on a rotational basis.

**What you have**:

- Strong Confluence and Jira support experience.
- Technologies include: Akamai NetStorage; AWS; Azure Gateways; NGINX; Apache; AngularJS and much more
- Akamai Delivery Configurations include modules like: Adaptive Image Compression, Content Targeting/EdgeScape, Device Characterization, Edge Redirector Cloudlet, Enhanced Secure Delivery, Forward Rewrite Cloudlet, Front End Optimization, HTTP/2, Image Manager, Mobile Detection & Redirect, Real User Monitoring, Site Failover, SiteShield, Variable Support, Visitor Prioritization Cloudlet, Web Application Firewall (WAF), and more.
- Previous experience as Webmaster and/or Akamai support is a plus.
- Deep understanding of SSL Certificates and DNS management.
- Understanding of Security products include: Site Shield, Kona Site Defender, Web Application Firewall (WAF), Prolexic, BOT Manager, and Security Monitor.
- Experience managing web platforms (Heroku PaaS, etc.)
- Knowledge of media players and understanding of streaming will be an advantage
- Must have a strong written and oral communications skills and the ability to communicate with all levels of users/management
- Strong organization skills, interpersonal skills and significant attention to details
- Well-developed analytical and problem-solving skills in order to identify problems determine possible solutions and select the appropriate action.
- Ability to effectively prioritize, make decisions, solve problems and execute tasks in a high-pressure environment
- Ability to work independently and within a team on multiple simultaneous tasks within a challenging fast paced customer-oriented environment.

**What We Offer**:
Stellar Elements is focused on investing in our employees and company culture. We have worked hard to develop a collaborative and team-oriented environment that fosters opportunities for professional development. Our perks and benefits include:

- Career and skill development opportunities
- Exposure to a diverse range of projects and industries
- Opportunities to contribute to the global technology community

Currently, all team members are working on a hybrid model.

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