App Support Analyst (Jacksonville FL)

The Platform Support Analyst plays a critical role in maintaining application stability and minimizing downtime through proactive incident management and rapid resolution of technical issues. This position ensures the stability and availability of multiple applications through 24x7 incident management. This includes leading incident resolution calls, performing troubleshooting, and managing escalations to restore services promptly. The role requires exceptional written communication skills to provide clear, concise, and accurate incident communications, ensuring that all stakeholders are well-informed throughout the incident lifecycle. They must approach triage in a structured and orderly fashion, with a strong desire to quickly drive resolution. Drive incident triage and resolution calls as the Call Leader, ensuring rapid restoral of services. Document and maintain detailed triage notes, including impact analysis for incident reporting. Craft clear, concise, and accurate incident communications and post-incident reports to keep stakeholders well-informed. Ensure data integrity and quality in incident management tools. Identify production failures, creating incident and problem tickets as needed. Utilize Splunk, Dynatrace, and other diagnostic tools for troubleshooting. Provide executive summaries and tailored communications to stakeholders. Continuously assess and enhance incident management processes to improve operational efficiency and reduce recurring issues. Develop and maintain administrative, operational, and technical policies and procedures. Incident Management Triage Leadership Clear Written Communication Executive Summaries Troubleshooting Impact Analysis Splunk, Linux, and Dynatrace Proficiency Critical Thinking Problem Solving Strong Sense of Ownership and Urgency to Resolve Issues Process Documentation