Service Operations Specialist, AS

Description The Service Operations Specialist acts as a hands-on technician executing several tasks in relation to the required services within the Service Operations environment. The Service Operations Specialist role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Operations. The main tasks of the Service Operations Specialist are: monitoring and tracking activities, analyzing Issues, supporting the resolution of issues and conflicts and preparing reports and meetings. The Service Operations Specialist has knowledge of and experience in all relevant tools used in the Service Operations environment and has specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs). What we’ll offer you As part of our flexible scheme, here are just some of the benefits that you’ll enjoy, Best in class leave policy. Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and above Your Key Responsibilities Supporting Production Service operations covers two shifts in a day and Week end coverage for Maintenance schedule. Develop a good understanding of the activities required to execute production management functions. Support Service Operations teams in providing optimum service level to the business lines supported. Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem solving techniques and processes are applied Undertake specific functions within the relevant production management process as identified for the specific production management area. Participate in regular meetings with stakeholders, prepare and document meetings, track progress and communicates to stakeholders. Collect, interpret and respond to changes in production data, as appropriate. Track the implementation of resolution tasks. Provide regular and reliable reporting of relevant data to meet management requirements. Understand thoroughly the end to end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations). Maintain an end to end view of the application and infrastructure landscape. Provide input and contribute in Production Management related audits. Engage with other Service Operations groups to understand business requirements Support the collection, analysis and production metrics on process data for KPIs to find out improvements. Work with Release Management and Transition Management on application configurations changes Update the RUN Book and KoP as & when required Participate in all BCP and component failure tests based on the run books Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book. Drive knowledge management across the supported applications and ensure full compliance Drive continual service improvements Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution. Your skills and experience Bachelor Engineering Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma) Minimum 8 years & above Working experience in mid-range technologies, platforms, i.e. UNIX, Windows, Oracle Database, SQL, Web and application servers (Tomcat, Apache and WebLogic), Messaging (MQ) preferred. Hands of Experience in Oracle Core databases Tasks including writing scripts and queries. Knowledge, on UNIX/Linux, Control-M scheduler, shell scripts, secure connectivity and protocols. Preferred to have hands-on in Google Cloud Platform Monitoring Tools (Geneos), Scheduling Tools (Control-M/AutoSys) ITIL Framework How we’ll support you Training and development to help you excel in your career. Coaching and support from experts in your team. A culture of continuous learning to aid progression. A range of flexible benefits that you can tailor to suit your needs.