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.

• Commercial experience 4+ years.
• Solid understanding of Unix/Linux, Shell scripting skills & RESTful Services Oracle & MongoDB.
• Monitoring tools, preferably ITRS Geneos, AppDynamics.
• Middleware: MQ, Kafka, Solace.
• Log Aggregation tools: ELK, Splunk, Grafana.
• Containerized platforms: Administration of Red Hat OpenShift, Docker or Kubernetes.
  Desired Skills:
• Programming Language: Java/Python.
• ITSM tools: ServiceNow, Jira, Salesforce.
• Build & Deployment: uDeploy, Jenkins, Maven Scheduling Tools: AutoSys.
• Database: Mongo OpsManager, Oracle Enterprise Manager.

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.