Level One Support Dba
1 week ago
**What the Role needs to Achieve**
- Process driven, operationally focused.
- Professional and positive, with outstanding customer-facing practices.
- Analytical and diligent, with great attention to detail.
- Resilient: ability to cope successfully under pressure and with shifting priorities.
- Effective collaborator and communicator at all levels.
- Self-motivated and self-sufficient enthusiastic team player, able to work on own initiative.
- Assertive, adaptable, collaborative and creative.
- Can-do attitude, willing to go the extra mile.
- Awareness: in touch with the day-to-day challenges of the Team.
- Consistently follows-up and follows-through on delegated tasks and action.
ROLES AND RESPONSIBILITIES
- Own customer / user problems and be preemptive when dealing with issues.
- Strictly adhere to established set of processes while handling incident requests.
- Abide by SOP’s for appropriate escalation of unresolved issues to respective internal teams.
- Make certain that all calls are logged in the ticketing system & every activity is timely updated.
- Identify and learn more about the software and hardware used/supported by the organization.
- Follow approved life cycle methodologies, create documentation for design and testing.
- Ensure SLA obligations with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion.
- Build strong awareness of platforms across product lines and clearly eloquent support decisions and findings.
- Willing to work in 24×7 environment in not just limited to night shifts.
- Have a strong understanding of incident SLA management & ITIL concepts.
- Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics.
- Maintain status of problem resolution and stake holders on resolution status.
ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED
- Basic understanding of Oracle - RAC, MSSQL-Always ON, DB2 HADR and different replication methodologies.
- Understanding of Database installation, configuration, management.
- Performing upgrades of the database and software to new release levels.
- Hands-on experience in infrastructure, performance monitoring and management tools escalate issues to relevant stakeholders.
- Should have experience in server patching & antivirus troubleshooting.
- Should be able to work on different database at the base level i.e. Oracle, MySQL, MSsql, DB2 and Mongo Sybase, Hana, MaxDB at the basic level.
- Managing the storage structures of the database.
- Managing users, privileges and security.
- Managing database objects, such as tables, indexes, and views.
- Backing up the database and performing recovery operations when necessary.
- Knowledge on different OS i.e. Linux, HP-UX, SUSE, AIX and Windows as per the database requirements.
- Monitoring the state of the database and taking preventive or corrective action as required.
- Diagnosing and reporting critical errors to OEM Support Services.
- Exposure in upgrade, patching in RAC and non-RAC environments.
- Administering RAC databases - Handling Outages, working with support, creating services, Trouble shooting performance issues - DB, Instance, RAC & ASM level.
EDUCATIONAL QUALIFICATIONS
- E./ B. Tech in Computer/Electronic/IT or M.C.A or higher from a recognized university.
- Up to date and relevant ITIL certification.
- VMware Certified Professional / Advance Professional.
- MCSA / MCSE / MCITP.
- RHCE or equivalent.
- Citrix Certified Professional/ Expert - Virtualization (CCP-V).
- Citrix XenServer Certified (CC-XenServer).
- Amazon Certified Professional.
- Google Certified Professional.
EXPERIENCE
- 2+ Years’ relevant experience on a high-volume enterprise help desk or similar support role.
**Job Features**:
- Job CategoryTechnical
- Reporting toLevel two Engineer / Shift Lead
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