Sr. Support Analyst - Oracle, SQL, Unix

Responsibilities

• Act as first line of contact for end users to register their queries and concerns and provide Level1 and Level2 functional and technical resolutions.
• Coordinate with Level3, Infra or ADM Teams as applicable for quicker resolution of issues/incidents whilst ensuring the timely communications to end users.
• Monitor batches with the help of provided tools and act proactively on failed batches while being ensuring that the preventive actions were implemented to avoid the future failures.
• Pro-actively monitor, manage and improve availability and performance of the production environments from presentation and application layers to middleware and databases with the help of provided tools.
• Create and maintain documentation about issue resolutions and process guidelines for easy resolution of future issues.
• Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.
• Ensure logging all issues raised by user or intercepted by monitoring tool in the Banks ticket management system Service Now.
• Monitor recurrent incidents and perform problem management to ensure permanent fix with the help of IT partners.
• Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.
• Active participation in Disaster Recovery exercise to validate the resilience of production ecosystem for business.
• Explore opportunities of innovation and automation while in line with all policies
• Ensuring the timely delivery of change in staging and production ecosystem as per the agreed schedule.
• Handle access management for end users.
• Perform capacity management of in-scope applications by proactively monitoring the application behavior. Alerts Application Production and Development teams of any potential risks in the future
• Provide feedback and propose solutions to management on performance and capacity.
• Customize production tools (monitoring, batch scheduling, backups, deployment tolls, automation)
• Adopt CIB Standard tools, industrialize monitoring, industrialize Release management whilst seeking reduction of dependency on manual interventions by support staff, e.g leveraging enterprise batch scheduling and enterprise monitoring tools
• Collaborate efficiently with Dev and release management team to automate release delivery respecting the DEVOPS best practices.

• Increasing productivity of team and company as a whole by striving for excellence.
• Motivating self and the team to take on new tasks.
• Challenge existing process for continuous improvements.

Technical Skills

• Strong experience with Windows based infrastructures, Windows / IIS administration.
• Experience with Windows Server 2016, 2019, 2022 administration
• Experience with IIS Administration
• Ability to troubleshoot IIS / .NET main issues
• Ability to create / maintain PowerShell scripts.
• Strong experience with Linux-based infrastructures, Linux/Unix administration.
• Ability to troubleshoot and solve main Linux issues, like identifying process blocking specific port, searching for a specific value in files, ...
• Ability to create / maintain bash script.
• RHEL experience is an asset.
• Strong experience with databases such as Oracle DB, Microsoft SQL Server.
• Ability to monitor database performance, using monitoring tools or SQL queries
• Experience with Java application servers like IBM WebSphere/Apache Tomcat/Oracle Weblogic.
• Ability to configure a Java Application Server, notably JVM settings, HTTP Connector configuration, Database Connection Pool, MQ Connection Pool
• Experience with Java/ .NET applications
• Ability to troubleshoot memory issues
• Perform Memory and Thread dump with Java monitoring tools (Dynatrace, Geneos)
• Ability to troubleshoot performance issues
• Investigate application slowness with proper monitoring tools (Dynatrace, Geneos)
• Experience with a scripting language such as Python, Groovy, Bash, PowerShell.
• Ability to write a small sample application to validate configuration / connectivity
• Ability to write / maintain deployments scripts written in Ansible (Python) and Jenkins Pipeline (Groovy)
• Ability to write / maintain scripts in Bash or PowerShell, to execute directly on Linux / Windows hosts
• Experience with ELK stack
• Ability to collect data and send them to Elastic search
• Ability to create reports and dashboards in Kibana

Behavioral Skills

• Ability to provide step-by-step functional and technical help, both written and verbal.
• Ability to diagnose and troubleshoot technical and functional issues.
• Strong skills on coordination, assignment, challenge the status quo and be proactive.
• Transformational mindset with strong motivation for automations.
• Enthusiastic to work in challenging environment.
• Excellent problem-solving and communication skills
• Ability to Collaborate /Team Work in multi-location distributed environment.
• Decision Making
• Client focused

Transversal Skills

• Ability to understand, explain and support change
• Analytical Ability
• Ability to develop others & improve their skills
• Ability to develop and leverage networks