RESPONSIBILITIES
Production Support
- Act as first line of contact for production environment and provide Level1 /Level2 functional and technical support.
- Coordinate with Level3, DEV and Infra teams about new and recurring production issues and help in root cause analysis and timely resolution.
- Pro-actively monitor, manage and improve availability and performance of the production environments and application layers to middleware and databases.
- Monitor application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues and application crash.
- Ensures issues/incidents are logged in the incident management system on time with relevant details (description, root cause, outage, downtime, dependencies, executive summary etc.)
- Liaise and communicate with upstream / downstream applications support teams for timely data flow and resolving any open issues.
- Contribute in projects related with updates, upgrades, obsolescence and vulnerabilities. Making sure these software/hardware updates/upgrades are meeting timeline.
- Maintain and create procedure and process documentations.
Release, Maintenance and Project:
- Participate in release cycles for functional validation on staging, pre-production and production environments.
- Release deployment, post release checks, follow communication.
- Liaises with the Development teams to ensure enhancements and bug fixes are prioritized.
- Participates in regular and required DRP and BCP exercises.
- Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.
- Execute and or coordinate related projects like obsolescence, migrations, application upgrade and IV2 (Cloud)
KEY SKILLS AND QUALIFICATIONS
EDUCATION
- Master/Bachelor or degree in Computer Science or IT Systems
- Minimum 6 years’ of Application Production Support experience
Technical Skills:
- Excellent experience on systems like Windows, UNIX and Linux
- Excellent knowledge of databases like Oracle and SQL
- Working experience of IT tools like Geneos, ServiceNow, Autosys, Jenkins, Dynatrace etc.
- Working knowledge or familiarity scripting skills Perl, Python and PowerShell
- Working knowledge of file transfer protocols/tools like - CFT, FTP & SFTP
Leadership & Communication:
- Autonomous, self-motivated and motivate new joiners in team, mentor for new joiners in team.
- Train new and existing members - to improve their knowledge and skillsets
- Improve and improvise the existing and new process / procedures to reduce the wastages and make the team more efficient and effective.
- Excellent communication skills to review the incidents, change, problem and other management procedures, processes and guidelines
- Able to confidently engage with stakeholders on topics related to application and production support
- Openness to accept the new problems and issues and look for ways to solve.
- Positive attitude to own existing and new issues in the applications and productions. Find ways to, collaborate to find solutions to the problems.
Availability:
- Based in Montreal. Presence in the office is required at least 50% per month.
- Flexible in working in different shifts (as required)