Sr Production Support Analyst

Job Description

Fanatics is a leading global digital sports platform, complete with offerings that excite fans and maximize the reach and presence for partners across the entire sports ecosystem. Come help us build a company the world has never seen before! We are first and foremost a technology company. We build innovative fan experiences through highly analytical, forward thinking, and open-minded collaboration. We are passionate about evaluating and finding the right tech for the jobs at hand, and we get excited about building solutions for modern challenges.About the TeamFanatics is first and foremost a technology company. We are powered by cutting-edge tech created by our small agile teams using the latest tools and technologies under our highly analytical, forward thinking, and open-minded leadership. As the global leader in licensed sports merchandise, we challenge ourselves by improving our new fully responsive NodeJS cloud commerce platform, Elasticsearch engine, and deep data science capabilities while building the best-in-class retail manufacturing and supply chain technologies. Our tech teams work together to revolutionize data science and engineering initiatives, provide highly scalable real-time and streaming platforms, and create secure e-commerce and in-stadium fan experience products. Our own e-commerce platform transacts in over 190 countries, 17 languages, and 14 currencies. Our motto is ?#GSD??get stuff done?and we do just that. If you want to be at the nexus of sports, commerce, and technology, come be a part of our industry-leading team here at Fanatics Tech.Role and ResponsibilitiesThis is a full-time opportunity to be part of a very exciting team within the Site Reliability Organization. You will be supporting our Tech production support environment that runs on the latest technologies, platforms, and tools.?Manage the tech production support tasks and activities as per laid down guidelines?Proactively monitor alerts and system performance for issues.?Run Incident Management processes and Incident Command functions on high severity issues.?Create or maintain operational runbooks?Build automation to replace manual efforts.?Establish feedback loops for discovered production patterns to ensure constant stability and drive iterative improvements.?Support the engagement 24*7. Implies, you will be required to work in either morning, afternoon, or night shifts on rotation basis. You will also be required to work on weekends and holidays on rotation basis.?First point of contact for the shift?Takes ownership of the routine and critical activities in each shift and ensure they are completed within defined SLA?Ensure proper takeover and handover of activities across shifts?Support team members and pitch in for any gaps in support?Articulates and drives discussions within the shift for problems and possible solutions?Demonstrates customer service and troubleshooting skills when dealing with stakeholders?Resolves complex and critical issues with minimal guidance and direction?Continuously developing and improving documentation and procedures?Continuously identifies and implements automation opportunities?Ensure zero defect across the support scope?Proactively work to enhance knowledge levels of the team?Helps with documentation - SOP, MoM, RCA?Acts as a backup to the Support LeadRequirements?6 to 8 years of experience with a Bachelor?s degree, preferably in Computer Science?Ability to lead a small team of production support analysts.?Prior experience working in high performance support teams.?Excellent verbal, written and interpersonal skills?Quick learner and a good team player with a positive attitude towards work?Proactively takes ownership of tasks?Work with no supervision

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