Application Operations Support Analyst II - Full-time

The eCommerce Site Operations Center Analyst II provides operations and application support in a 24x7 environment. This position works closely with application and infrastructure engineers and architects to support and maintain a stable environment for the Sears Online Business Unit (OBU) eCommerce sites.

• Create/Update/Follow-up on tickets
• L2 level troubleshooting for all incident tickets.
• Prioritize and Escalate issues in a timely and professional manner
• Manage conference bridges and drive it to conclusion by interacting with all teams.
• Create documentation for new procedures
• Work and communicate effectively with other operations teams within the enterprise

Job Requirements:

• Degree in Computer Science, a related technical or scientific field, or equivalent experience
• Excellent communication skills with Problem solving, Analytical and Logical reasoning capability.
• Demonstrable ability to effectively troubleshoot a wide variety of issues
• Comprehensive understanding of end-to-end e-commerce flows (eg: search, browse, cart, checkout, order management)
• Hands-on experience with tools to analyze and debug performance issues: Dynatrace, Catchpoint, Splunk, Firebug, Postman REST, etc.
• Must clearly demonstrate the desire and ability to learn new technologies, processes and procedures
• Must be a self-motivated proactive problem solver and a good team player
• Knowledge on ITIL/ITSM processes such as Incident management, Change Management & Problem process is necessary. ITIL certification a plus.

Nice To Have

• In depth knowledge of Service Now or similar ticketing tool
• Intermediate Unix/Linux and shell scripting
• Foundational knowledge of Java, J2EE, Spring (Angular JS)
• Ability to write and debug queries in MySQL

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