Description

• You manage a particular domains, analyze metrics; make and monitor configuration changes and perform change management activities using existing documentation and/or mentoring.
• You are responsible for execution of action items driving the projects that are handled by your managers/stakeholders
• You have an in-depth understanding of the SOPs related to day-to-day tasks which involves configuration changes. Your tasks involve making configuration changes to help adapt the software systems to changing business requirements.
• You make simple changes to existing code scripts and also perform code review of peer’s code changes (eg: validating & suggesting optimizations, etc.)
• You resolve auto-cut tickets (issues reported by stakeholders/ops) that are generated by systems when an exception threshold is breached or configuration issue is identified.
• You escalate when situations require significant deviation from SOPs or when issues appear risky or difficult (eg: if a workflow is not functioning or support needed to close loop a task)
• You improve your knowledge through the review of resolved tickets and SOP updates received from internal stakeholders.
• You propose and implement SOP changes which help improve team productivity/impact.
• You are also responsible for performing deep dive sessions and come up with suggestions to improve business metrics (eg: deep dive on metric drop, reporting gap and proposing suggestions to resolve).
• You have a basic understanding of a programming or scripting language, or SQL (eg: basic knowledge of programming or SQL will help to pitch in and solve configurations and day to day blockers).
• You will help onboard new team members and assist them when they encounter unexpected situations. Your verbal and written style is clear and concise. You are professional, constructive, and respectful.
  

Key job responsibilities

• You manage a particular domains, analyze metrics; make and monitor configuration changes and perform change management activities using existing documentation and/or mentoring.
• You are responsible for execution of action items driving the projects that are handled by your managers/stakeholders
• You have an in-depth understanding of the SOPs related to day-to-day tasks which involves configuration changes. Your tasks involve making configuration changes to help adapt the software systems to changing business requirements.
• You make simple changes to existing code scripts and also perform code review of peer’s code changes (eg: validating & suggesting optimizations, etc.)
• You resolve auto-cut tickets (issues reported by stakeholders/ops) that are generated by systems when an exception threshold is breached or configuration issue is identified.
• You escalate when situations require significant deviation from SOPs or when issues appear risky or difficult (eg: if a workflow is not functioning or support needed to close loop a task)
• You improve your knowledge through the review of resolved tickets and SOP updates received from internal stakeholders.
• You propose and implement SOP changes which help improve team productivity/impact.
• You are also responsible for performing deep dive sessions and come up with suggestions to improve business metrics (eg: deep dive on metric drop, reporting gap and proposing suggestions to resolve).
• You have a basic understanding of a programming or scripting language, or SQL (eg: basic knowledge of programming or SQL will help to pitch in and solve configurations and day to day blockers).
• You will help onboard new team members and assist them when they encounter unexpected situations. Your verbal and written style is clear and concise. You are professional, constructive, and respectful.

Basic Qualifications

B.S. in Computer Science or a related field.

• 0-2 years overall technical support experience.
• Experience in Java or open source based technologies. Understanding of XML based applications.
• Detailed knowledge of the UNIX/Linux operating system and tools
• Detailed knowledge of MySQL / MSSQL or other RDBMS.
• Demonstrated skill and passion for problem solving and operational excellence.
  

Preferred Qualifications

• Big Picture: solve problems at their root, stepping back to understand the broader context
• Proactive: You display energy and initiative in solving problems. You follow all possible avenues to get the job done.
• Adaptable: You undertake a variety of tasks willingly. You adapt quickly to new technologies and products. You work effectively with a variety of personalities and work styles.
• Handling Stress: Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon, and gets the right things done.
• Quality: You demonstrate appropriate quality and thoroughness.
• Integrity: You act with personal integrity at all times.
• Professional: You work within your team’s process. You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work.