SRE/SRC Support

1 week ago


Bengaluru, Karnataka, India CGI Full time

Position Description:

  • 4-5 years of experience in SRE/SRC Support
  • Extensive expertise in troubleshooting issues, including log file analysis
  • Excellent understanding of databases (PL/SQL, Oracle, DB2)
  • Sound knowledge of Tomcat, Apache, WAS, and IIS
  • Extensive experience with Linux systems, JSON, and BOT Support
  • Resolving incidents or failures in Dynatrace/Java applications
  • Proactively monitoring application and infrastructure events using Client monitoring tool (level 3 service)
  • Minimum 4 years of experience in remote infrastructure management
  • Working knowledge of Dynatrace applications
  • Proficiency in monitoring tools like Dynatrace, BIG Panda, OEM
  • Strong problem-solving skills and ability to offer solutions
  • Following standard operating procedures for troubleshooting, incident processing, and resolution (level 3 service)
  • Ensuring SLA compliance and mentoring junior team members
  • Conducting warm handovers via phone calls for P1 and P2 incidents
  • Transitioning and sharing knowledge for the aforementioned activities
  • Experience in Performance Monitoring/Data transfer Management
  • Contributing to and supporting Incident Root Cause Analyses (RCA)
  • Engaging in Incident Management activities such as status communication, technical team interaction, third-party involvement, and incident resolution supervision
  • Escalating unresolved incidents and requests to client groups using Client ITSM ticketing system as per SOPs
  • Effective communication (verbal and written) within the team and with stakeholders
  • Basic knowledge of ITIL processes and ITIL Certification preferred
  • Strong leadership abilities for managing junior team members and representing CGI in client interactions
  • 2-3 years of Customer-facing experience
  • Comprehensive understanding of incident, problem, and change management processes
  • Awareness of SLAs, KPIs, and KRAs
  • Leading support teams during incident triage, troubleshooting, and recovery processes
  • Knowledge of end-to-end ITIL change management practices

Skills:

  • Analytical Thinking
  • Banking
  • Incident Management
  • Unix

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