Engineer II, PAS TechOps

Grade Level (for internal use):

• Resolving logged IT incidents in order to restore service as quickly as possible using technical knowledge. Escalation of tickets to other technical teams as required.
• Responding to logged service requests, account administration, software installations and general application and server administration.
• Provide 24 x 7 round the clock support to Platts business partners utilizing shift patterns.
• Management of major incidents via conference call, email and instant messaging systems. Composing and sending major incident notifications to business partners.
• Dealing with escalations in a timely manner to ensure issue is resolved to business partners expectations.
• Composing technical knowledge base documents to be used within the team.
• Working with external vendors to resolve service-related incidents.
• Connecting remotely to business partners computers to resolve issues.
• Server maintenance, monitoring, health checks, restarts, and BAU operational work.
• Provide real-time server support to the daily Market on Close process as well as participating on the associated conference call.

• 3+ years previous experience in troubleshooting & supporting applications running on Linux & Windows server OS
• 3+ years of experience in production support/ application support in 24/7 environment
• Previous Experience on Cloud Infrastructure
• 3+ years previous experience with Application releases andPatching.
• 3+ years previous experience supporting Webservers either Windows IIS Linux Apache or WebLogic
• Working knowledge networking components and troubleshooting tools (Load balancers, routers, Firewall, NAT, DMZ, AWS)
• Experience with supporting multi-tier infrastructures
• Superior understanding of the following Protocols, TCP/IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP, VNC,RDP, NAT, SMTP
• Tools Putty, RDP, SSH, WinSCP, MySql Query Browser, Oracle SQL Developer
• Microsoft Office Office 365 especially Excel (Macros, Worksheets and add-ins)
• Excellent communication Skills.

• Bachelors Degree or 3+ years of relevant API support, or software development experience in an agile software environment
• Apply ITIL best practices in Incident, Release, Problem, and Knowledge Management
• Working knowledge of monitoring (Nagios, Splunk etc.,) and deployment tools
• Must thrive in a fast-paced, time-compressed and dynamic environment Excellent verbal and written communication skills
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively