Utah - Production Support Analyst

• Position Description:

  This role will be based in Salt Lake City, Utah. 

  • Interested in Supporting distributed Platform
  • Likes to work in a fast-paced dynamic environment and you are not afraid to change things to make them better.
  • Enjoys new technological challenges and solving hard problems.
  • Aspires to join a global production support team focused on improving production plant and stability for the systems and building relationships with the downstream consumers of the systems.

  Responsibilities:

  • A Production Support analyst will primarily be responsible for managing the technology stack to ensure we are providing the expected service to our clients through proactive system alerts, incident management, problem management and user escalations/tickets via ServiceNow 
  • You will troubleshoot issues across the entire stack: hardware, software, application, and network.
  • Manage Incident calls with IT partners, Infrastructure teams and other technology stakeholders 
  • Collaborate with development teams and users to resolve Support issues 
  • Identify areas for improvements including automation, toil reduction, resiliency and observability across the platform and help build up the knowledge and documentation for the team 
  • Operate on a follow-the-sun support model, with global production support coverage in Asia, EMEA and North America. You will participate in weekend and off hours on-call on rotational basis, and be point of escalation during critical incidents
  • Ensure that our global teams are working together and following consistent procedures and practices.

Skills Required:

• 1 to 5 years practical experience in Production support or similar role. 

• Working knowledge of UNIX/LINUX operating system, Any scripting language (E.g., Shell Scripting, Python, Perl,or JavaScript) and a Relational database (E.g., Sybase, DB2, SQL, Postgres and so on) 

• Experience in troubleshooting Application Issues and Managing Incidents

• Excellent and confident communicator to manage high-pressure environment

Skills Desired:

• Bachelors’ Degree in Computer Science, or an engineering field

• Prior Financial Industry experience is desirable. 

• Familiarity with SRE principles and practices, such as service level indicators (SLIs), service level objectives (SLOs), error budgets, incident management, postmortems, and blameless culture.

• Exposure to modern Observability Tooling such as Prometheus, Grafana, Kubernetes, Docker, Ansible etc.

• Knowledge of ITIL Principles, SDLC, and Agile development is desired

• Experience in Cloud / Distributed computing technology or certification is a plus

About FDM

FDM is an award-winning global business and technology consultancy powering the people behind tech and innovation for over 30 years. We collaborate with world-leading companies to identify the expertise they need, exactly when they need it. We have helped successfully launch nearly 25,000 careers globally to date and are a trusted partner to over 300 companies worldwide. 

FDM has 4,000+ employees worldwide, with over 90 nationalities working together as a team. From our origins in Brighton, UK, FDM now has 18 centres located across North America, Europe and Asia-Pacific and is now on the FTSE4Good Index. 

Dedicated to Diversity, Equity and Inclusion 

FDM Group’s mission is to make tech and business careers accessible for everyone. Our diverse team of 90+ nationalities thrive on differences, fuels innovation through varied experiences, and celebrates shared successes. As an Equal Opportunity Employer and listed on the FTSE4Good Index, FDM ensures every qualified applicant, regardless of race, color, religion, sex, sexual orientation, national origin, age, disability or any other status protected by federal or provincial law, gets the chance they deserve.

Additional Considerations

FDM utilizes two ‘Automated Employment Decision Tools’ (AEDTs) to assist in evaluating candidates for its Career Development Program. Compliant with New York law, both vendors providing the AEDT have conducted a bias audit of their product, the results of which are contained here and here. Please note that FDM has used Vervoe since December 2023 and Arctic Shores since May 2024. If you wish to be assessed without the use of either AEDT, you can request an alternative assessment method from your assigned recruiter at the beginning of the recruitment process.

FDM Group, Inc. is registered to operate and hire employees in select states within the US. We will consider employment applications exclusively from candidates who are either residing in one of the following states or willing to relocate to them: Arizona, California, Colorado, Delaware, Florida, Georgia, Illinois, Massachusetts, Maryland, Maine, Minnesota, North Carolina, New Jersey, New York, Pennsylvania, Tennessee, Texas, Utah, and Virginia.