Production Support Engineer; Unix​/Linux

Job Description:

Must Have Technical/Functional

Skills:

Application Production management experience with knowledge of following technology stack:

• Database:
  Oracle
• Operating System experience:
  Unix or Linux
• Container Technology :
  Kubernetes
• Good knowledge of Unix Shell Scripting and SQL.
• Understanding of common issues and the approach to troubleshoot them in a distributed environment
• Good understanding of Incident Management, Problem Management and Change Management processes
• Experience with automation of repetitive tasks utilizing extensive scripting
• Experience configuring and developing Geneos alerts to identify and notify any failure points across application.

Good to have:

Experience with the following tools/technologies:

• Control M
• SRE Knowledge
• Google cloud or in general Cloud Concepts
• Hadoop
• Software Language (one or more):
  Python Scripting

Responsibilities:

• Provide Technology level 2 application support for a set of applications adhering to ITIL Process like Incident Management, Problem Management, Change Management
• Drive high priority / critical issues and ensuring root cause analysis, tactical fix and permanent fix.
• Analyze, prepare, and execute scripts which will operationally resolve system breaks and issues.
• Develop, configure, and enhance monitoring of the application to improve the robustness of alerting capabilities
• Identify, analyze and automate repetitive and manual tasks to improve the toil automation with the help of scripting languages.
• Handle service requests received from business, development, and interfacing teams within SLAs defined.
• Participate in release handover calls, deploy changes in production environment, carry out the verification tasks and ensure timely closure of change tickets.
• Timely reporting to senior stakeholders on daily, weekly, monthly KPIs.
• Create and design governance processes to improve the KPIs.
• Conduct knowledge transfer sessions on best practices, application functionalities and technical knowledge.
• Handle incident management in ticketing tool from reporting state till resolution, ensure a) timely updates on ticket to stakeholders b) SLAs are not breached
• Proactively monitoring the application, perform daily health checks, raise incidents for issues identified and track till closure
• Handle problem management in ticketing tools from creation till closure state including precise information in the ticket, identify the actors, setup regular connects for updates. Escalate for prioritization.
• Creation and review of knowledge articles in Service Now for repetitive issues, operational manuals, KOPs, Runbooks.