Skills Required:
- Running the day to day operations of the technology platform (MISP). Identifies possible production issues, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.
- Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services include: Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management.
- Actively engage and lead production support issues/incidents. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution.
- Ensure production and performance SLAs are met and escalate issues which needs attention.
- Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.
- Exercises judgment within defined procedures and practices to determine appropriate action.
- Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests.
- Should have increased awareness and exposure to basic technical principles, concepts and techniques.
- Resolves complex issues. Works on problems of minimal
Required skills
- Hands on application production support role in Information Technology
- Working knowledge with multiple technologies like Java, .Net, SQL Server, HTML, Oracle and similar Database technologies in production support scenarios
- Experience with Mulesoft, ITSM BMC Remedy
- Knowledge with MDX, Datastage, Database, SQL, Linux etc.
- Ability to manage conflicts and have very strong communication skills
