Support engineer l1/l2

4 weeks ago

Delhi, India Intellias Full time
Explore the future of Fin Tech With superb engineering, we help the finance industry to change just in one click Join the global Intellias team to develop top-of-the-line solutions for the world’s leading Fin Tech companies.
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 & Mongo DB
Experience with Monitoring tools, preferably ITRS Geneos, App Dynamics
Log Aggregation tools: ELK, Splunk, Grafana
Nice to have:
Programming Language: Java/Python
Middleware: MQ, Kafka, Solace
ITSM tools: Service Now, Jira, Salesforce
Build & Deployment: u Deploy, Jenkins, Maven Scheduling Tools: Auto Sys
Database: Mongo Ops Manager, Oracle Enterprise Manager
Containerized platforms: Administration of Red Hat Open Shift, 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 Active Console & App Dynamics Demonstrated troubleshooting & analytical skills. Experience of problem Management Tools.
Issue tracking and reporting using tools (Service Now, 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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