Support Engineer L1/L2
4 weeks ago
Project Overview:
Our client is a big international bank ranked in TOP-20. The Data Platform is a distributed, high redundancy, high throughput global distribution platform for mission-critical financial data. It provides best-in-class reference data delivery across all of Company’s businesses, supporting more than 400 internal client applications. The Platforms ensure that data delivery is fast, secure, fault-tolerant and always available while providing high flexibility for integrations between disparate systems and extensive customizability for subscribing to data events.
Working hours are Tokio timezone (GMT+9) from 8 am to 5 pm.
Required Skills:
- Commercial experience 4+ years- Experience with Unix/Linux, Shell scripting skills & RESTful Services Oracle & MongoDB- Experience with Monitoring tools, preferably ITRS Geneos, AppDynamics- Log Aggregation tools: ELK, Splunk, Grafana
Nice to have:
- Programming Language: Java/Python- Middleware: MQ, Kafka, Solace- ITSM tools: ServiceNow, Jira, Salesforce- Build & Deployment: uDeploy, Jenkins, Maven Scheduling Tools: AutoSys- Database: Mongo OpsManager, Oracle Enterprise Manager- Containerized platforms: Administration of Red Hat OpenShift, Docker or Kubernetes- Qualifications:- Experience overseeing group of critical applications, preferably in financial domain- Experience configuring or supporting business applications on Unix platform- Experience with some programming languages and willingness/ability to learn- Experience identifying the gaps in application monitoring, preferably in ITRS ActiveConsole & AppDynamics Demonstrated troubleshooting & analytical skills. Experience of problem Management Tools.- Issue tracking and reporting using tools (ServiceNow, Jira, Confluence)- Consistently demonstrates clear and concise written and verbal communication skills- Demonstrated the ability and willingness to collaborate with global teams, occasionally on the weekends
Responsibilities:
- Provide technical and business support for Production applications within agreed SLA and as per incident priority- Possess strong understanding of ITIL concepts and execute them with minimum supervision
Incident Management:
- Monitor the incident queues, mailbox & work through client reported issues & alerts- Drive the high priority incidents until the issue is resolved/mitigated- Handle the clients escalations & manage the expectations by assessing the business impact- Problem Management:*- Document the recurring issues in problem records.- Follow-up with tech partners for timely resolution- Follow the post-mortem, RCA practices and establish corrective actions to avoid recurrence
Change Management:
- Exercise production changes by carefully reviewing the tickets, and provide review and sign-off- Accept and perform the change activities (checkouts, config) to help tech teams with change implementation- Possess solid understanding of batch processing. Grasp the business workflows to establish the point of failures & resolution- Perform application checkouts, continuous monitoring, and regional handover.- Develop and maintain support documentation in the form of Runbooks, KB articles etc.- Drive monitoring, stability, efficiency and effectiveness improvements for production platform and application- Keep the management upraised with the current state of business and effectively communicate with all relevant stakeholders- While working with other regional teams, act as regional SME to senior stakeholders and /or other team members
Why this position:
At Intellias, we are committed to being an equal opportunity employer, fostering equity, diversity, and inclusion. We welcome and celebrate the differences of all qualified applicants. Join Intellias for a career where your unique perspectives are not only valued but crucial to our success.
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