Service Manager-Middle Office/Back Office

2 weeks ago

Gurugram Gurugram India Acuity Knowledge Partners Full time

Job Description The ideal candidate will provide and maintain excellent customer service and be the frontline service contact for our external customers. Behavioral competencies and collaboration skills: - Strong analytical, troubleshooting, and critical thinking abilities - Ownership and accountability in issue resolution - Proactive and improvement-focused mindset - Effective communication (verbal and written) - Team collaboration across functions (Dev, QA, Infra) - Stakeholder management and reporting - Quick learner with adaptability to new technologies - Comfortable in fast-paced environments - Reliable and responsible work ethic Core technical competencies (with hands-on experience): - Monitoring and observability tools and principles (e.g., Prometheus, Grafana, Logic Monitor) - Operating systems: Windows (must), Linux(Good to have) - Hands-on experience with job schedulers (e.g., Autosys, Control-M). - Proficiency in working with relational database (e.g., SQL Server, Oracle), working knowledge of query plans, indexes, optimization - Application Support & Operations - 7+ years in application support - Experience supporting mission-critical applications and batch processing in production environments - Application performance monitoring. - Proven track record of improving system reliability and reducing downtime - Log analysis and troubleshooting production issues - ITIL processes (e.g., incident, problem, change management) - Programming & Scripting - Proficiency in scripting languages (e.g., Python, Bash, PowerShell) for automation of of operational tasks, workflows and monitoring - Certifications (Optional but Preferred):ITIL Foundation Certification, SRE Foundation or Practitioner Certification

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