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Production Support Analyst

1 month ago

Toronto, Canada Epsilon Solutions Ltd Full time

**Role: Production Support Analyst
- Akamai**

**Location: Toronto, ON**

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.

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Akamai: 8 years (preferred)
- Confluence: 8 years (preferred)
- Akamai NetStorage: 8 years (preferred)
- Azure Gateways: 8 years (preferred)
- Mobile Detection: 8 years (preferred)
- Heroku: 8 years (preferred)
- Content Targeting: 8 years (preferred)
- Radio/TV: 8 years (preferred)
- Web Application Firewall: 8 years (preferred)
- Jira: 8 years (preferred)
- Kona Site Defender: 8 years (preferred)
- Production Support: 8 years (preferred)