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Associate IT Engineer – App Support
2 weeks ago
As an Associate IT Engineer for App Support team your role will involve working in collaboration with other teams to ensure smooth and efficient operations of the software development process. Your primary responsibility will be to develop/configure and maintain automated systems for building, testing, deploying, and monitoring software applications.
Key responsibilities and duties for this role may include:
- Should have knowledge on Windows / Linux Operating systems.
- Basic automation skills such as Shell Scripting, SQL Queries will be an added advantage.
- Excellent written and verbal communication skills in English.
- Knowledge of ITILv4 Process, Vmware and Networks Basics
- Must be willing to work in 24/7 environment.
- Server monitoring & support on heterogeneous Infrastructure domains comprising of Server, Storage, Network.
- Level 1 Support is responsible for initial triage, trouble shooting and escalation as per service levels and documentation.
- Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
- Generating reports related to availability, performance and capacity bottle necks at desired intervals as per operational requirements.
- Logging of incidents and events based on appropriate categories using ServiceNow & JIRA ticketing tool and assigning it to the appropriate stake holders for resolution.
- Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
- Maintain and enhance KB (Knowledge Base) articles.
- Handle shift alone without any dependencies.
- Knowledge of best practices and IT operations in an always-up, always-available service
- Develop and provide system performance and status reports as required by business unit.
Roles and Responsibilities
Qualifications:
- Bachelor's degree in computer science, information technology, or a related field.
Familiarity with production monitoring tools, a strong trouble shooter who can help w/ investigation/data gathering w/I both Windows and Unix environments. Someone w/ prior experience in application monitoring setup (solar winds experience is preferred).
Middleware application hands-on with Tomcat, JBoss and Apache.
- Scripting knowledge on Shell / Ansible is preferred.
- Good understanding of production support processes, SOP's and working with SLAs
- Work in 24/7 shifts, coordinate with production support leads and monitor production jobs.
- Understand SOP's and execute jobs and troubleshooting procedures.
- Adhere to SLA set by the production control lead.
- Knowledge on cloud computing environments such as AWS, GCP, or Azure is an added advantage.
- Strong communication and collaboration skills, with the ability to work in a team environment.
