Job Description

Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

RESPONSIBILITIES
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• Take ownership of incidents and requests, working directly with the users/local technician to investigate, troubleshoot, debug, and resolve technical issues arising from their service use.
• Build and maintain a thorough understanding of the enterprise application, how it is deployed and how customers use the software and services.
• Provide regular status updates on incidents assigned and coordinate with the members of the global support team when an incident is handed over to the next shift
• Coordinate/escalate with internal teams to ensure practical and efficient incident investigation and Various teams are - global support team, application support, Rapid Response Team (RRT), QA, Operations and DBA, Business/domain support, Development, Platform team, ID management team, Delivery, Service Management, third-party vendors such as Microsoft.
• Ensure that incident details are accurately captured and updated during the incident lifecycle, so a complete history of incidents and actions is maintained.
• Prioritize incidents and requests to ensure service targets and SLAs are met and maintain high support service
• Participate and contribute in cross-functional war rooms, lead war rooms where needed in issue resolution
• Work within the systems and procedures to ensure the successful delivery of Orion's support across a growing user


base, maintaining service integrity.


• Reproduce issues and maintain support environments and configurations so in-depth analysis can be provided for effective resolution.
• Contribute to and improve Orion's knowledge systems through authoring and maintaining knowledge collateral,


including troubleshooting and how-do-I guides.


• Assist with unexpected events or failures which limit customer(s) use of the product, work to restore services rapidly, and effectively communicate to the customer to maintain their confidence.
• Investigate and diagnose issues arising with the Azure resources used to deliver the service, take action, or escalate where necessary.
• Participate in shift patterns as part of Orion's global support




ESSENTIAL SKILLS AND COMPETENCIES
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• Application Gateway
• Azure App Service
• Azure Applied AI Services/Open AI
• Azure Cognitive Search
• Azure Cosmos DB
• Azure Database for PostgreSQL
• Azure Load Testing
• Azure Monitor
• Bandwidth
• Cognitive Services
• Event Grid
• Key Vault
• prompt engineering
• Log Analytics
• SQL Database
• Virtual Network
• Web PubSub
• Java script




EXPERIENCE
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• Work experience in supporting web applications, including troubleshooting technical issues, assisting end-users, and collaborating with development teams to enhance application performance.
• Their ability to take ownership of problems while multitasking and prioritizing their workload to meet the service demands.
• Experience in Azure platform and CosmosDB.
• Robust analysis and problem-solving skills, efficiently analyzing situations to efficiently diagnose and resolve production incidents.



Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.



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