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Production Support Analyst

4 months ago

Toronto, Canada XomegaIT Inc Full time

Title: Production Support Analyst
- Akamai

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

Here are the highlights for this role
- Work hours - 8 hour/day

On call rotations entails with this role

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

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.

**Salary**: $16.55-$50.00 per hour

Expected hours: 40 per week

Schedule:

- 8 hour shift

Ability to Relocate:

- Toronto, ON: Relocate before starting work (required)

Work Location: In person

Expected start date: 2024-03-04