Associate Engineer

Job Description

Position: Application or Operations Support Engineer

Eligibility: 4+ years of Relevant experience in Application Support Environment

Work Hour Flexibility

• Coverage: 24 x 7.
• Flexibility to work in either morning / afternoon / night shift based on roster.

End User Interaction Management

• Responding to tickets (Service Now or other similar ITSM tool) from Service Desk in a Time Bound Manner within SLA.
• Logging any direct queries / issues coming from end user (via of chat / email / phone) in Service Now
• Tracking of all interactions with users and other support teams in ticketing system
• Good verbal and written communication

Teamwork

• A team player who can support fellow team members
• Willingness to fill-in for fellow team members when situation demands
• Keep fellow team members updated [Mandatory at Lead Role]
• Ability to train new team members when situation arises [Mandatory at Lead Role]
• Rapidly establish a good working relationship with customers and other professionals, such as software developers [Mandatory at Lead Role]
• Flexibility to adjust work hours to support critical requirements
• Ready to listen and accept feedback from colleagues and supervisor
• A sense of responsibility and being reliable towards a common shared goal

Requirements:

• Strong Communication and Interpersonal skills in working with clients.
• Experience in creating bridges when a major incident occurs.
• At least 2 years of enterprise monitoring & alerting tools experience
• Application: Any middleware(Jobs/transactions) , Proxy, batch processing and cloud(Azure preferred) basics (Good to have)
• Knowledge of Networking concepts, SSL certificates and Networking protocols.
• Knowledge of Windows Server, Linux Operating System & Virtual Machines(VMware/CloudVM’s).
• Knowledge of Monitoring tools like Grafana or Kibana, SolarWinds and Dynatrace etc.
• Knowledge of Ticketing tools (JIRA, ServiceNOW), Documentation(confluence) and Reporting.

Roles & Responsibilities

• Monitor and analyze alerts from various sources.
• Serve as escalation point to support 24x7x365 coverage efforts.
• When an alert is triggered, need to drill down to the event to check whether it is a false positive or a true incident.
• Should consistently monitor network errors, transaction and all issues pertaining to data transaction failures.
• Coordination with various teams for Network incident response and remediation related activities.
• Escalate issues needs advanced level of troubleshooting to reliability engineering or developers within stipulated time.
• Provide effective communications to all stakeholders to meet SLAs.
• After analysis must raise a ticket which includes all information about the alert. If needed a bridge should be opened.
• Daily Shift Handovers and Peer reviews.
• Coordinate and follow up with other support groups for remediating incidents within SLA.