You´ll be in charge of the following responsibilities:
- Acting as Subject Metter Expert in Project/Domain
- Collaboration & Front-Ending with Business Teams
- Daily Incident Management and production issues prioritization and resolution, problem management with root cause identification, performance analysis, service availability (ITIL processes);
- Work closely with Development, QA, Release Management, and other departments in order to resolve high complexity issuesProduce and maintain documentation (knowledge documents, root cause analysis, incident reports, various other reports);
- Monitor the status of the service/applications and ensure early detection of production malfunctioning using monitoring tools
- Ensure proper assistance during production instability (organize and guide war rooms, drive investigations, engagement of other needed structures, escalations);
- Act as an escalation point for L2 Support and Customer/other departments to expedite problem resolution;
- Active participation in P0 and P1 Incidents and Lessons Learnt
- Proactively propose solutions to improve the service KPIs;
- Understand the complex technological multilayer architecture landscape and support to identify weak points.
What you bring?
- Degree in Information Technology or equivalent.
- Must have well-developed troubleshooting skills and preferably a support background.
- Ability to assess details, documentation, logs, test/replicate the issue and work with incomplete or ambiguous data to fix issues.
- Familiarity with IT applications, understanding performance problems, diagnosis, and resolution of issues;
- Knowledge of Oracle Database, PL/SQL, Weblogic, operating systems. A plus PHP, MySQL, Java, Apache Tomcat, IIB V9/10, ETL
- Experience in working and providing support in 24x7 environments.
- Good verbal and written English skills.
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