Proziod Analytics - OpenText Server Engineer - Incident Management

Description

Role Responsibilities

• Analysing and providing BAU LO support for in scope applications and being accountable for the same.
• Service level agreement (SLA) adherences to incidents/requests/problem tickets.
• Coordinate with IAG business or lead for DR testing, Infrastracture/Software upgrade/patching in in-scopre environments, applications daily health check and remediation activities.
• Work on small compulsory changes impact analysis, coding, business verifications, promoting to prod and non-production environments.
• Work closely with IAG tech leads and IM for the project handover to BAU LO support team and document it.
• Work closely with integrated upstream and downstream systems for root cause analysis.
• In the event of P1/P2 incidents, participate in the major incident management (MIM) call and target to resolve issues within agreed SLA.
• Later, track the root cause analysis in the problem tasks for permanent fix, if any.
• Managing stakeholder communications.
• Coaching and mentoring of Wipro peers.
• Work closely with IAG leads for small change and tech debt prioriitization.
  

Key People You Will Be Working With

• IAG Application Manager, Tech leads, Iteration Managers.
  

Internal

• Claims and Customer Communciations teams, colleagues across IAG, business representatives, customers & Wipro peers.
  

External

• External service providers & vendors such as OpenText, FX Fuji Xerox, SMS Global, SmartComm.