Production Support Analyst

at  Clearbridge Mobile

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.

• Troubleshooting network, application and system issues to resolution and isolating problems using system logs and other tools
• Design Akamai cloud-based solutions for the delivery and storage of web applications, sites and many environments
• 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 security across the environment including user administration across various applications
• 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.