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.