Aptean - Lead Support Engineer - Ticketing System

Description

• Monitor production systems for alerts and incidents.
• Prioritize and triage incoming incidents based on severity and impact.
• Escalate critical incidents to the appropriate teams or subject matter experts.
• Monitor, investigate, and troubleshoot production issues in Java J2EE applications.
  

Issue Tracking And Reporting

• To support and maintain the existing Oracle code base and debug the application.
• To Good knowledge of database packages and procedures
• Database scripting and data verifications
  

UTP And UT

• Maintain accurate incident logs in ticketing systems (e., JIRA, ServiceNow).
• Ensure timely updates and communication regarding issue status to stakeholders.
• Track and report on incident resolution progress and follow-up actions.
  

Collaboration With Cross-Functional Teams

• Work closely with Development, Operations, and QA teams to resolve production issues.
• Coordinate and facilitate incident resolution meetings or "war rooms" when necessary.
• Act as a liaison between technical and non-technical teams to streamline problem resolution.
  

Root Cause Analysis

• Participate in post-incident reviews to identify root causes and long-term solutions.
• Analyze logs and diagnostic data to quickly identify the root cause of issues.
• Perform Code Review, Performance Tuning
  

QC Support

• Functional expertise in modules
  

Process Improvement

• Suggest and implement improvements to existing triage and support processes.
• Assist in automating repetitive tasks and enhancing monitoring capabilities.
• Provide feedback to improve system monitoring, documentation, and processes.
  

Documentation

• Create and maintain troubleshooting guides and SOPs for handling recurring issues.
• Document incident resolution processes for future reference.
  

Skills / Attributes Required

• Essential Technical Knowledge :
• Strong understanding of production environments and IT infrastructure (e., databases, servers).
• Proficiency in monitoring tools (e., Instana) and ticketing systems.
• Experience with Linux/Unix commands and scripting for troubleshooting.
• Experience with complex data modelling/entity relation modelling and design techniques, database normalisation theory, data dictionary, and schema design techniques.
• Expertise in SQL : sub-queries, joins, oracle inbuilt functions
• Expertise in PL/SQL : collections, VARRAY, exception handling, cursors, package/ procedure/ function
• Knowledge of Version Control tools, e., SVN
• Debug J2EE applications using tools like JProfiler, JConsole, or VisualVM.
• Strong knowledge of Java/J2EE, JSP Servlet, Web Service, REST, SOAPUI
  

Performance Monitoring & Optimization

• Identify memory leaks, thread deadlocks, and performance bottlenecks.
• Optimize database queries and enhance system efficiency.
  

Problem-Solving Skills

• Ability to quickly diagnose complex technical issues under pressure.
• Solid analytical and troubleshooting skills.
• Review Java J2EE code, APIs, and system dependencies to understand and resolve issues.
  

Functional Skills

• Property & Casualty Insurance background (preferred) with Policy domain expertise.
  

Qualifications

• Bachelors degree in computer science, Information Technology, or related field (or equivalent experience).
• Prior experience in production support, incident management, or triage roles.
• Certifications in ITIL, DevOps, or relevant areas are a plus.