Production Support Analyst

4 weeks ago

Toronto, Canada Epsilon Solutions Ltd Full time

**Title: Production Support Analyst**

**Location:Downtown Toronto (Need to visit 3 days onsite)**

**Here are the highlights for this role -**

**1. Work hours - 8 hour/day**

**2. On call rotations entails with this role**

**3. For any extra/over hours worked will be a due day off - no monetary OT**

**5. Cloud is added advantage**

**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.**

**Job Types**: Full-time, Fixed term contract

**Salary**: $39,842.88-$87,675.58 per year

**Experience**:

- Akamai: 4 years (preferred)

Work Location: Hybrid remote in Toronto, ON M6P 2K1

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