Associate Engineer

1 day ago

Bangalore AEPL Prestige Blue Chip Karnataka India Collabera Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description

Position: Application or Operations Support Engineer

Eligibility: 4+ years of Relevant experience in Application Support Environment

Work Hour Flexibility

  • Coverage: 24 x 7.
  • Flexibility to work in either morning / afternoon / night shift based on roster.

End User Interaction Management

  • Responding to tickets (Service Now or other similar ITSM tool) from Service Desk in a Time Bound Manner within SLA.
  • Logging any direct queries / issues coming from end user (via of chat / email / phone) in Service Now
  • Tracking of all interactions with users and other support teams in ticketing system
  • Good verbal and written communication

Teamwork

  • A team player who can support fellow team members 
  • Willingness to fill-in for fellow team members when situation demands
  • Keep fellow team members updated [Mandatory at Lead Role]
  • Ability to train new team members when situation arises [Mandatory at Lead Role]
  • Rapidly establish a good working relationship with customers and other professionals, such as software developers [Mandatory at Lead Role]
  • Flexibility to adjust work hours to support critical requirements
  • Ready to listen and accept feedback from colleagues and supervisor
  • A sense of responsibility and being reliable towards a common shared goal

Requirements:

  • Strong Communication and Interpersonal skills in working with clients.
  • Experience in creating bridges when a major incident occurs.
  • At least 2 years of enterprise monitoring & alerting tools experience
  • Application: Any middleware(Jobs/transactions) , Proxy, batch processing and cloud(Azure preferred) basics (Good to have)
  • Knowledge of Networking concepts, SSL certificates and Networking protocols.
  • Knowledge of Windows Server, Linux Operating System & Virtual Machines(VMware/CloudVM's).
  • Knowledge of Monitoring tools like Grafana or Kibana, SolarWinds and Dynatrace etc.
  • Knowledge of Ticketing tools (JIRA, ServiceNOW), Documentation(confluence) and Reporting.

Roles & Responsibilities

  • Monitor and analyze alerts from various sources.
  • Serve as escalation point to support 24x7x365 coverage efforts.
  • When an alert is triggered, need to drill down to the event to check whether it is a false positive or a true incident.
  • Should consistently monitor network errors, transaction and all issues pertaining to data transaction failures.
  • Coordination with various teams for Network incident response and remediation related activities.
  • Escalate issues needs advanced level of troubleshooting to reliability engineering or developers within stipulated time.
  • Provide effective communications to all stakeholders to meet SLAs.
  • After analysis must raise a ticket which includes all information about the alert. If needed a bridge should be opened.
  • Daily Shift Handovers and Peer reviews.
  • Coordinate and follow up with other support groups for remediating incidents within SLA.

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