Analista Junior de Soporte a Producción – L2 Operaciones
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Job Description
Analista junior soportando aplicaciones y servicios productivos de Stefanini. Monitoreo de incidentes, troubleshooting, tickets, SQL básico y escalamiento L2/L3.
Responsibilities:
- Monitorear aplicaciones y servicios productivos mediante herramientas de observabilidad
- Atender y dar seguimiento a alertas e incidentes de primer nivel
- Registrar, categorizar, priorizar y actualizar tickets conforme a los procedimientos establecidos
- Realizar diagnóstico inicial de incidentes mediante revisión de logs, dashboards y validación de servicios
- Ejecutar procedimientos operativos y troubleshooting documentado
- Validar disponibilidad y funcionamiento de aplicaciones, servicios y procesos Batch
- Realizar validaciones básicas sobre sistemas Linux y Windows
- Ejecutar consultas SQL básicas para validación de información
- Dar seguimiento a incidentes hasta su resolución o escalamiento a equipos L2/L3
- Escalar oportunamente incidentes que requieran intervención de equipos especializados
- Apoyar en la validación básica de cambios y releases en ambientes productivos
- Documentar soluciones, procedimientos y hallazgos en la base de conocimiento
- Dar seguimiento a SLAs y tiempos de atención establecidos
- Mantener comunicación con usuarios internos, proveedores y equipos técnicos
- Participar en esquemas de soporte por turnos y atención de servicios críticos
Requirements:
- 6 meses a 2 años de experiencia en soporte a producción, soporte de aplicaciones, monitoreo, NOC, mesa de soporte o Application Support
- Experiencia en atención y seguimiento de incidentes mediante herramientas de gestión de tickets
- Conocimientos básicos-intermedios de Linux y Windows
- Conocimientos básicos de SQL: SELECT, WHERE, JOIN y filtros
- Conocimiento de revisión y análisis básico de logs
- Familiaridad con herramientas de monitoreo como AppDynamics, Splunk, Grafana, Dynatrace u otras similares
- Conocimientos básicos de servicios REST/API
- Conocimientos básicos de HTTP/HTTPS y TCP/IP
- Conocimiento básico de procesos Batch
- Nociones de arquitectura de aplicaciones y microservicios
- Deseable conocimiento básico de ambientes AWS, Azure o GCP
- Deseable conocimiento de ITIL
- Disponibilidad para trabajar bajo esquema de turnos, incluyendo fines de semana o cobertura 24x7, según la operación
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