Senior Tech Operations Analyst

Key Responsibilities

• Maintains operational day-to-day IT/ BAU functions of software products built as part of ETL applications using Informatica PowerCenter and Informatica Cloud (IDMC).
• Performs root cause analysis to determine nature of production issues as they arise and provide the permanent fix for the issues.
• Troubleshooting experience and handling call with Informatica Product team
• Knowledge of dev/test/prod environment for debugging any kind of production issue in lower environment
• Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets
• Incident management and service request fulfillment
• Own and progress call queues (own queue & teams queue) and support tasks, ensuring timely resolution within SLA
• Resolve escalated calls from the business
• Resolving users issues or escalating to support teams where necessary.
• Experience with ServiceNow and should have good knowledge of Incidents, Requests, Dashboards and Reporting with basic understanding of Problem & Change.
• Proactive to get involved with a range of IT project work and look for ways to drive continuous service improvement.
• Candidate should have good Unix Scripting knowledge(Shell, Perl, Python etc) Candidate should be good in handling Pl/Sql Queries and Procedure.
• Work in shift based model with occasional weekend shift.
• Promote teamwork and knowledge sharing
• Create, maintain and review knowledge articles shared with all IT support teams.
• Previous IT experience working on an ITIL aligned Service Desk
• Proven customer service experience with excellent written and verbal communication skills
• Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
• Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at a time

Required Qualifications

• Bachelors degree in IT, Computer Science, Engineering or related field; or equivalent work experience.
• 4-7 years of experience in ETL Production support using Informatica products.
• Experience in Unix and SQL.
• Experience or exposure to scheduling tools like TWS.
• Effective communication skills, both verbal and written with the ability to communicate with all levels within the organization.
• A technical background with a wide breadth of experience in supporting ETL applications built using Informatica PowerCenter and Informatica Cloud (IDMC) products.
• Excellent communication skills & practices delivery of ITIL process training sessions.

Preferred Qualifications
Candidates who have used following tools (or have familiarity with below) will have added advantage:

• Knowledge or experience in AWS Cloud to support ETL applications in cloud.
• Knowledge of Python
• Knowledge of Tidal as Scheduling platform.