Strong Middle Support Engineer L1/L2 (APAC time)

• Provide technical and business support for Production applications within agreed SLA and as per incident priority
• Possess strong understanding of ITIL concepts and execute them with minimum supervision
  Incident Management:
• Monitor the incident queues, mailbox & work through client reported issues & alerts
• Drive the high priority incidents until the issue is resolved/mitigated
• Handle the clients escalations & manage the expectations by assessing the business impact
• Problem Management:*
• Document the recurring issues in problem records.
• Follow-up with tech partners for timely resolution
• Follow the post-mortem, RCA practices and establish corrective actions to avoid recurrence
  Change Management:
• Exercise production changes by carefully reviewing the tickets, and provide review and sign-off
• Accept and perform the change activities (checkouts, config) to help tech teams with change implementation
• Possess solid understanding of batch processing. Grasp the business workflows to establish the point of failures & resolution
• Perform application checkouts, continuous monitoring, and regional handover.
• Develop and maintain support documentation in the form of Runbooks, KB articles etc.
• Drive monitoring, stability, efficiency and effectiveness improvements for production platform and application
• Keep the management upraised with the current state of business and effectively communicate with all relevant stakeholders
• While working with other regional teams, act as regional SME to senior stakeholders and /or other team members

Important!

Senior candidate should have experience with managing/be responsible for shift zones teams act. Be technical supervisor for teammates and has experience with most of all technologies/solutions mentioned in vacancy (must have/nice to have).

Required Skills:

• Commercial experience 4+ years
• Experience with Unix/Linux, Shell scripting skills & RESTful Services Oracle & MongoDB
• Experience with Monitoring tools, preferably ITRS Geneos, AppDynamics
• Log Aggregation tools: ELK, Splunk, Grafana

Nice to have:

• Programming Language: Java/Python
• Middleware: MQ, Kafka, Solace
• ITSM tools: ServiceNow, Jira, Salesforce
• Build & Deployment: uDeploy, Jenkins, Maven Scheduling Tools: AutoSys
• Database: Mongo OpsManager, Oracle Enterprise Manager
• Containerized platforms: Administration of Red Hat OpenShift, Docker or Kubernetes

Qualifications:

• Experience overseeing group of critical applications, preferably in financial domain
• Experience configuring or supporting business applications on Unix platform
• Experience with some programming languages and willingness/ability to learn
• Experience identifying the gaps in application monitoring, preferably in ITRS ActiveConsole & AppDynamics Demonstrated troubleshooting & analytical skills. Experience of problem Management Tools.
• Issue tracking and reporting using tools (ServiceNow, Jira, Confluence)
• Consistently demonstrates clear and concise written and verbal communication skills
• Demonstrated the ability and willingness to collaborate with global teams, occasionally on the weekends