Engineer I AppOps

The Team: AppOps is responsible for providing high quality operational and technical support for all Commodity Insights (CI) business specific applications and systems. Responsible to provide CI Business Partners with initial first line remote support for IT issues and requests which occur during business hours in relation to the use of CI business specific applications. Ensuring that standard operating procedures is followed for all incident and service requests received into the helpdesk function. Proactively monitor applications responding to alerts and providing the business with periodic health check reports.

We operate 24x7 which can involve working during APAC|EMEA|AMER Hours & requires weekend support. (Rotational shifts 5 day a week). Work hours can change depending on Business requirements.

Enter the grade level of the position: Grade 9

The Impact: You will be the first line of support for all requests and incidents raised by Commodity Insights business partners. You will ensure the business receives a prompt response to any requests and ensure issues are resolved within agree service level agreements

Whats in it for you: The position is the part of the global application Support team supporting users based in three time zones and across 26 offices. Exposure to Application /Product support, technical operations, monitoring and projects in a role where you will interact directly with the business and learn the products and systems required to support the Platts business operations.

Responsibilities:

• Provide initial first line Application/Product support and triage of incidents and service requests for IT issues which occur during use of Platts applications.
• Technical Excellence: In-depth Technical understanding of all Applications, Monitoring Tools, and all available technical resources. Executing Effective Weekend Support Incident Identification, Effective Shift handovers, Major Incident Mgmt. & Process Hygiene.
• Log and capture incidents from all sources into ticketing system (ServiceNow) ensuring correct categorization and prioritization of IT issues
• Application Support Operations: Ensure application operations excellence and guaranteed response times by actively monitoring application health checks, end user emails/tickets and ensuring all Incidents/service requests are resolved in a timely and comprehensive manner.
• Server maintenance, monitoring, health checks, restarts, and BAU operational work.
• Provide 24 x 7 round the clock support to Platts business partners utilizing shift patterns
• Major Incident Management: Engaging & driving the major Incidents during the weekends to Initiate bridge call, engage technical teams and restore the service Immediately
• Incident Hygiene: Adhering to the Incident Hygiene process, ensuring High Hygiene in the Incidents & requests handled.
• Knowledge Management and competency development: Create & share the SOPs, Best Practice documents, check list, technical knowledge articles. Resolving IT incidents to restore service as quickly as possible using known error database. Escalation of tickets to other teams as required
• Active participation in knowledge transitions, also coming up with Process Initiatives, deliver ideas and values to achieve the desired results.

What Were Looking For:

Basic Qualifications:

• Experience working with various Application Monitoring systems and tools (Autosys / AppDynamics /Nagios/Naemon/Splunk preferred)
• Experience in IT Service Management frameworks (ITIL or similar)
• Knowledge of troubleshooting & supporting applications running on either Linux (preferred) or Windows server OS
• Exposure to industry standard ITSM tools (ServiceNow strongly preferred)
• Experience supporting Cloud computing (AWS).
• Familiar with infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)
• Exposure working with tools like Putty, RDP, SSH, WinSCP, MySQL Query Browser, Oracle SQL Developer.
• Familiar with reporting and analyzing tools (Beneficial but not essential)
• Experience working collaborative platforms like Microsoft SharePoint, Box, OneDrive, MS Teams.
• Good understanding of Agile Framework.
• Any knowledge of Webservers either (Beneficial but not essential)

Windows IIS, Linux Apache, and WebLogic (preferred)

• Any knowledge of scripting languages (JScript and JavaScript DOS, VBScript, Pearl, Python, PowerShell, or shell script) preferred (Beneficial but not essential)
• Microsoft Office / Office 365 especially Excel (Macros, Worksheets, and add-ins)

Preferred Qualifications:

• 5+ years of relevant experience with bachelors degree.