Technology Service Analyst
4 weeks ago
Description
We are looking for a motivated Service Operation Specialist to join our PPL Production Engineering team. This role requires a Professional with a wide variety of strengths and capabilities across multiple technologies and disciplines. You are expected to continually drive automation in all day-to-day production support activities. You'll work in a collaborative, thought-provoking environment that encourages diversity of thought, creative solutions, and requires a high level of accountability to deliver technical solutions and continuous improvements in the overall support strategy. You'll manage all aspects of the HRIT systems and work closely with geographically diverse support and development teams to continue to build a market leading support organization for Corporate Functions Technology (IT).
What we’ll offer you
As part of our flexible scheme, here are just some of the benefits that you’ll enjoy
Best in class leave policy Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and aboveYour key responsibilities
Supporting Production Service operations covers two shifts in a day and Week end coverage for Maintenance schedule. Develop a good understanding of the activities required to execute production management functions. Support Service Operations teams in providing optimum service level to the business lines supported. Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem solving techniques and processes are applied Undertake specific functions within the relevant production management process as identified for the specific production management area. Participate in regular meetings with stakeholders, prepare and document meetings, track progress and communicates to stakeholders. Collect, interpret and respond to changes in production data, as appropriate. Track the implementation of resolution tasks. Provide regular and reliable reporting of relevant data to meet management requirements. Understand thoroughly the end to end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations). Maintain an end to end view of the application and infrastructure landscape. Provide input and contribute in Production Management related audits. Engage with other Service Operations groups to understand business requirements Support the collection, analysis and production metrics on process data for KPIs to find out improvements. Work with Release Management and Transition Management on application configurations changes Update the RUN Book and KEDB as & when required Participate in all BCP and component failure tests based on the run books Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book. Drive knowledge management across the supported applications and ensure full compliance Drive continual service improvements Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.Your skills and experience
Skills You'll Need
Extensive IT experience (preferably within large corporate environments, controlled production environments including financial services technology in a client-facing function) and experience with people/team management and matrix management Exhibit SRE mindset and exposure implanting SRE, DevOps, and agile methods Knowledge of databases (Oracle/MSSQL etc.), including working experience of writing Structured Query Language (SQL) scripts and queries Experience working on UNIX/Linux, Java J2EE, PERL, Python, Powershell scripts, Bash, and Ansible Knowledge of Cloud-based technologies (preferably Google Cloud platform), and knowledge of application performance tools (such as Geneos, Splunk, AppDynamics, Grafana, and New relic)Skills That Will Help You Excel
Articulate and experienced communicator able to communicate with a broad range of stakeholders and virtual teams Strong analytical and problem-solving skills Bachelor's degree in Computer Science or IT-related discipline (or equivalent work experience or diploma) ITIL Foundation Certificate CGP certification is a plusExpectations
It is the Bank's expectation that employees hired into this role will work in the Magarpatta office in accordance with the Bank's hybrid working model.How we’ll support you
Training and development to help you excel in your career Coaching and support from experts in your team A culture of continuous learning to aid progression A range of flexible benefits that you can tailor to suit your needs-
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