Analista de Soporte a Producción Avanzado – L2, Operaciones
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Job Description
Analista L2 soportando aplicaciones críticas 24x7 en producción para Stefanini, empresa global de tecnología. Resolución de incidentes, monitoreo, RCA y automatización operativa.
Responsibilities:
- Brindar soporte L2 a aplicaciones críticas en ambientes productivos 24x7
- Atender, analizar y resolver incidentes de complejidad media y alta
- Realizar troubleshooting avanzado, análisis de logs y correlación de eventos
- Ejecutar análisis de causa raíz (RCA) y proponer acciones preventivas para evitar incidentes recurrentes
- Coordinar y participar en War Rooms para la atención de incidentes críticos
- Monitorear aplicaciones mediante Splunk, AppDynamics, Grafana o herramientas similares
- Crear y mantener dashboards, alertas y métricas de monitoreo
- Ejecutar y dar seguimiento a cambios productivos, considerando impacto, dependencias y posibles colisiones
- Participar en implementaciones y validaciones posteriores a cambios en producción
- Automatizar actividades operativas mediante Shell Script, PowerShell o Python
- Coordinar con equipos de Desarrollo, Infraestructura, Base de Datos, Seguridad y proveedores para la resolución de incidentes
- Dar seguimiento a SLA, KPI e indicadores operativos
- Elaborar y mantener documentación técnica y artículos de conocimiento
- Identificar oportunidades de mejora y automatización para optimizar la operación
- Participar en esquemas de soporte por turnos y atención 24x7
Requirements:
- 3 años de experiencia en Soporte a Producción, Application Support, Production Support o soporte de aplicaciones críticas
- Experiencia en atención y resolución de incidentes L2 en ambientes productivos
- Experiencia en análisis de causa raíz (RCA) y correlación de eventos
- Conocimientos avanzados de Linux y experiencia con Windows Server
- Manejo de SQL y consultas sobre SQL Server, Oracle y/o PostgreSQL
- Experiencia con herramientas de monitoreo como Splunk, AppDynamics, Grafana o similares
- Conocimientos en creación de dashboards, alertas y análisis de tendencias
- Experiencia con ServiceNow para gestión de incidentes, problemas y cambios
- Conocimientos de Shell Script, PowerShell o Python para automatización
- Conocimientos de Jenkins, Git y conceptos de CI/CD
- Conocimientos básicos-intermedios de Docker y Kubernetes
- Experiencia en gestión y ejecución de cambios productivos e implementaciones
- Conocimiento de SLA, KPI e ITIL
- Deseable experiencia en sector bancario o aplicaciones críticas
- Capacidad de análisis, toma de decisiones y manejo de incidentes críticos
- Habilidades de comunicación, coordinación y trabajo con equipos multidisciplinarios
- Disponibilidad para trabajar bajo esquema de turnos 24x7
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