Technical Support Analyst

**Associate Service Delivery Analyst****Mexico's City, Mexico**As an **_Associate Service Delivery Analyst_** you will be responsible for installing, configuring, maintaining and upgrading QAD, QAD Divisional and third party/partner products on QAD Cloud Non Production environments and deliver services requested by Cloud customers. With your technical skills as Associate Technical Analyst you will contribute to the achievement of Cloud server uptime metrics and other SLA’s defined in the yearly Cloud strategic objectives.The Associate Technical Analyst is expected to be well conversant with all established processes and procedures of the Cloud Service Management System and is expected to be compliant with ISO 20000, ISO 27000 and any other standards that Cloud Operations is certified against.**What you'll do**- Environments Monitoring; Production Monitoring, Non-Production Monitoring, Special/manual monitoring ,if any- Service Requests Management: User administration, Printer Management, Batch Management, Database refreshes for all Cloud customers and other DBA tasks- Other Cloud environment tasks/activities as assigned- Incident Management & Problem Management- Working on assigned severity 2 & 3 incidents and resolving them as per defined Service Level Agreements (SLAs). Begin handling severity 1 incidents with guidance from seniors in the team.- Understand the Cloud outage/impairment process and follow the process in case of severity 0 situations as regards escalating to the right people at the right time for quick outage recovery.- Low APA% instance investigation. Employs DMAIC approach to problem solving- Change Management & Release and Deployment Management- Creating RFC (maintenance window) documents for installation/upgrade activities on Cloud Non-Production environments in strict compliance with documented procedures and work towards securing approval for execution of the RFC tasks.- Executing the approved RFC’s for Cloud customer non-production environments if the requisite certification level has been achieved.- Work towards building certification levels to perform install/upgrades of QAD/QAD Divisional and partner products.- Begin handling production RFC’s for B &C Cloud customers.- Other duties as assigned**What you need**- Education/Licenses: BE/ B Tech/ MCA- Experience: 0-2 years of QAD and Progress products technical experience which includes experience installing/upgrading the products and performing Progress DBA tasks- Computer skills: Linux skills are a must. Should be well versed with RDBMS concepts and should be comfortable performing Progress- DBA tasks as well as QAD products installation, configuration, administration and technical troubleshooting.- Other knowledge or skills: SQL knowledge, QAD PKS certifications & other industry relevant certifications are good to have.- Minimum travel required**Who You Are**- You have a proactive and solution-oriented mindset.- Your positive attitude has a strong impact and is infectious to the people you deal with.- You are knowledgeable in software development processes and lifecycle management.- You are able to handle some periods of high stress.- Someone who can work in a 24/7 environment.- Demonstrates experience in effectively presenting technical information to non-technical audiences.- Demonstrates QAD core values - Partnership with Our Customers, Commitment to Excellence.- Innovation, Global Teamwork, Integrity, and Respect for the Individual.**What We Offer**- Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work life balance.- Opportunity to join a growing business, launching into its next phase of expansion and transformation.- Collaborative culture of smart and hard-working people who support one another to get the job done.- An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.- Ongoing learning and development including the opportunity to complete industry certifications (paid for by us)- Competitive compensation packages based on experience and desired skill set**Why QAD?