Technical Support Specialist

hace 4 días

Bogotá, Bogotá D.E., Colombia Sutherland A tiempo completo
About Sutherland

Sutherland is a global provider of business process and technology management services, offering a comprehensive portfolio of analytics-driven solutions that support the entire customer life cycle.

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our Cloud team. As a Technical Support Specialist, you will be responsible for providing technical support and troubleshooting for our cloud-based applications, ensuring high availability and performance.

Key Responsibilities
  • Operational Duties
    • Monitor and maintain the health of application servers, including service recycling and performance optimization.
    • Identify and resolve operational issues, such as batch failures, network issues, and client data feed errors.
  • Issue Resolution
    • Monitor server performance, memory utilization, CPU, file systems, databases, and batch jobs.
    • Document issues in customer support portal and maintain operational documentation, including incident tracking and run books.
  • Reporting and Communication
    • Produce metric reports, including daily production status.
    • Review client support tickets and requests under service SLAs.
  • On-Call Support
    • Provide on-call off-hour support and work during non-prime shift hours.
Requirements
  • Advanced English Level
  • 2+ Years' Experience
    • Application/production support experience with Cloud-Based hosting administration, management, and performance tuning under high availability SLA environment.
  • Technical Skills
    • Experience with AWS, GCP, Azure.
    • Knowledge of ETL.
    • Experience with Unix, Linux, Windows, Tomcat, SSH, and basic scripting skills.
    • Experience with SQL Server, Oracle, and MySQL.
  • Soft Skills
    • Ability to effectively and proactively communicate with various internal stakeholders/groups and customers daily.
    • Experience with application debugging, performance, and scalability.
    • Familiarity with standard application security compliance best practices.
    • Knowledge of fault detection and resolution processes.
What We Offer

This position requires agreeing to work under a hybrid model in Bogota, Colombia.

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