Aes - de - Agile - Jira Admin

3 days ago


India Zensar Technologies Full time

**Job Summary**:
**Key Responsibilities**:
**Incident Management**:Respond to and resolve incidents and service requests in a timely manner, ensuring adherence to SLAs.

**Technical Support**:Provide second-level support for software and network issues, escalating complex problems to L3 support or relevant teams when necessary.

**Troubleshooting**:Diagnose and troubleshoot technical issues, to identify root causes and implement effective solutions.

**Documentation**:
a.) Maintain detailed documentation of incidents, service requests, and resolutions in the ticketing system.

**Collaboration**:Work closely with L1 support, L3 support, and other IT teams to coordinate efforts and ensure seamless service delivery.

**Monitoring**:Monitor system performance and network health, proactively identifying potential issues and addressing them before they impact users.

**Customer Service**:Provide excellent customer service, maintaining a professional and positive attitude when dealing with end-users and stakeholders.

**Knowledge Sharing**:Contribute to the development and maintenance of the internal knowledge base by documenting known issues and solutions in Confluence pages.

**Technical Skills**:
ServiceNow and JIRA
AWS (ECS, Cloudwatch, Lambda,DynamoDB,Route53,SQS,SNS,S3 bucket)
Cloudflare & Basic web security
Confluence

Monitoring Tools: Dynatrace, Quantum matrics
Sitecore
Github

DNS knowledge
Windows server knowledge

**Soft Skills**:
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.
Customer-oriented mindset with a focus on providing exceptional service.

**Additional Information**:
Work Hours: UK shift

Being part of the afterhours support ROTA



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