Supporting Joining Bonus

Project Description:

The Application Operation support engineer in the Delivery organization is an important role making sure critical applications used by the customer is up and running to cater to business requirements. Bringing together the competencies in the areas of incident, change, problem, capacity and performance and configuration management and specifically owning the availability assessment. Focusing ultimately on the availability of our services and presenting the team's performance to the supported accounts.

Responsibilities:

Responsible for Technical Content of the Incident Management Services:

• Build strong working relationship with Technical Supervisor, Customer Service Agent and tower support and technology teams.

• Good awareness of the customers business and in-depth knowledge of the customer's environment and support processes.

• Complying with the ITSM & SLA standards by observing the Incident Management lifecycle processes.

• Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps escalating to management's attention, where appropriate.

• Support and assist the Technical Supervisor for documentation libraries for responsible areas, ensuring compliance with internal standards; also accountable for updating the documentation.

• Be the escalation of Application Operations Support Engineer 1, you will be responsible in working with the vendor and with the customer as needed.

• Be responsible in creating and updating technical documents the Level 1 engineer will follow for support.

Multi-disciplinary process quality definition / improvement:

• Contribute in quality and productivity improvement projects, providing analysis of information.

• Ensure the following of processes and best practices outlined by the Technical Supervisor and Management.

• Provide technical consultation as Subject Matter Expert (SME) to the Shift Manager / Ops Lead or Service Run Lead.

Technical Skill Levels & Training requirements:

• Follow training plans, requirements and schedules as outlined by the Technical Supervisor.

• Complete and keep up to date with all Mandatory trainings. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct)

Case Management:

• Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA.

• Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.

Mandatory Skills Description:

Major technologies

• Batch Job: Autosys, Batch
• Webhosting/Middleware: Weblogic, JBOSS, MQ
• Batch Job: Filetransfer, Feedhub
• Database: Oracle, SQL
• Monitoring tools: Dynatrace, Splunk
• Platform: Linux, RedHat and Windows, Unix
• Ticketing Tools: SNOW, SM9
• Hadoop (Cloudera) and Big Data concepts
• Databricks
• SQL MI databases
• AWS Knowledge
• Cloud based DBs (MongoDB, Atlas, Cosmos, PostgreSQL)
• We need at least 5 skillsets from either mandatory skills or nice to have skills

Nice-to-have Skill Description:

• Application Management: Application Support, Application Development, Application Testing
• Database: MySQL
• Monitoring tools: Grafana, Kibana, Azure App Insight
• Cloud Technologies: Microsoft Azure (IaaS, PaaS), Web
• Scripting/ Automation: Powershell, Bash, Ansible and Artifactory, Python, Visual Basic/ VBA
• DevOps: Jenkins, GitHub, AutoRabit
• Ticketing Tools: Jira-Confluence
• Others: Informatica, OpenShift, EDH, Cognos
• Ignio, Shell Scripting, Automation, Jenkins, Artifactory, Azure, Microservices

Language: English: C1 Advanced

Please refer to job description.