Support Analyst

Provide world-class support of the assigned production applications. Support services include technical troubleshooting, customer relations, and status reporting. Manage resources, coordinate and participate in activities associated with Tier 2 Production Support. Oversee the definition and documentation of troubleshooting procedures. Lead/participate in medium to large projects dealing with the application lifecycle and the process improvement. Job Functions·  Perform complex problem solving, determination and resolution of application-related issues.·  Proven ability to work with multiple teams and influence them as the situation demands.·  Provide assistance to clients, both internal and external, in resolving and tracking complex issues with production applications.·  Provide on-site Production Support of LPO applications during specified shifts with the occasional need for the support outside of the regular working hours.·  Meet service level agreements for all client escalated issues.·  Provide reports that measure the quality and quantity of work performed.·  Provide input to manager that will help streamline and improve consistency in service levels.·  Assist the Service Desk in providing effective and professional support for the assigned application(s) via regular training sessions and timely creation/regular review of the Knowledge Base articles for the Service Desk.·  Provide suggestions for both technical and process improvement to the various Support functional areas with a focus on world-wide application availability and support quality. This could include but not be limited to application Environment Architecture, Backup/Recovery Strategies, Data Migration, Security, etc.·  Work with the Project teams for the assigned applications during the in-cycle (bug fixes) and the out-of-cycle (new releases) application changes. Represent Support requirements as per the SDLC process.  Job_Requirements: Skills/Knowledge·  Good troubleshooting skills, especially when dealing with ambiguous issues.·  Good ability in dealing with ambiguity. Ability to find answers to unknown problems using the variety of the methodologies ranging from in-depth self-study to identifying and consulting resources which may be more familiar with certain technologies. Ability to choose the appropriate methodology based on the issue complexity and priority.·  Understanding and experience supporting multi-tiered applications.·  Demonstrated ability in working and implementing leading edge technology in a large environment.·  Ability to implement enterprise wide strategy for supporting world-wide Production applications and environments.·  3 years of experience of Tier 2 Production Support managing enterprise applications.·  Good understanding of Microsoft Windows 2003 operating system, IIS6/7 and SQL 2000/2005.·  Excellent customer service/focus skills. Demonstrated ability to relay a complex technical concept/issue to the business community in a concise, clear fashion, tailored to the audience.·  Demonstrated ability to define and follow best practices and business processes.·  Good Organizations skills. Ability to create, to review, and maintain the application support documentation as per the SDLC requirements and the internal MSI Support processes.·  Excellent team-player, willing to share knowledge, experience, and to go extra mile for the overall support team benefit.·  3 years of experience in the following core technical disciplines:·  SQL skills:·  SQL Administration·  SQL data analysis·  T-SQL stored procedure analysis/troubleshooting Ø Web-based skills Ø - IIS Site Administration Ø - Familiarity with multi-tiered applications design/support Ø - Familiarity with HTML, CSS, ASP, ASP.NET, VBScript, JavaScript. Experience in any of the following optional technical disciplines is beneficial, but not required:·  Infrastructure / Network Administration·   Active Directory troubleshooting/maintenance·   SQL Performance tuning ·  Development - ASP, C#, XML, .NET, etc.·  MOF / ITIL framework knowledge Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website. Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce. ;