6 - 10 years
6 - 10 Lacs
Posted:3 weeks ago|
Platform:
On-site
Full Time
Your Impact 24x7 Application Support: Provide 24x7 support for customer applications, ensuring high availability and performance. Performance Monitoring: Monitor application performance and system health, utilizing appropriate tools and techniques. Incident Management & Resolution: Handle production incidents, including comprehensive troubleshooting, root cause analysis (RCA), and timely resolution. Primary Contact: Act as the primary point of contact for all production support issues related to customer applications. Prioritization: Prioritize and manage incidents based on severity (P1-P3) and business impact. Coordination & Deployment: Coordinate with development teams for issue resolution and deploy fixes as required. Application-Level Debugging: Conduct detailed application-level debugging to identify and resolve issues. Diagnostic Analysis: Analyze logs, trace files, and other diagnostic data to pinpoint problem areas. Fix Implementation: Implement and test fixes and patches in a timely manner. Root Cause Analysis (RCA): Perform in-depth root cause analysis for recurring and complex problems. Preventive Measures & Documentation: Document findings and implement preventive measures to avoid future occurrences. Share RCA reports with relevant stakeholders and ensure learnings are incorporated into the application lifecycle. Escalation Handling: Handle escalations from junior team members and ensure timely resolution. Communicate effectively with stakeholders during high-impact incidents. Maintain detailed documentation of escalations, including actions taken and outcomes. Team Leadership & Mentorship: Lead and mentor a team of production support engineers, providing guidance and support. Training & Knowledge Sharing: Conduct regular training sessions and knowledge sharing to upskill team members. Ensure adherence to best practices and support processes. Process Improvement: Identify and implement process improvements to enhance support efficiency and effectiveness. Documentation: Develop and maintain support documentation, including incident reports, standard operating procedures, and knowledge base articles. Communication: Communicate clearly and effectively with stakeholders, including technical teams, management, and business users. Provide regular status updates and post-incident reviews. On-call Rotation: Participate in on-call rotations as required. Compliance: Ensure compliance with ITIL and other relevant standards and frameworks. Qualifications Your Skills & Experience Education: Bachelor's degree in Computer Science, Engineering, or a related field. Experience: 6-9.5 years of hands-on experience in application production support. Debugging & Incident Management: Proven experience in application-level debugging and incident management. Issue Management: Strong background in handling P1-P3 issues and managing multiple issues simultaneously. Domain Expertise: Trade Surveillance Production Support Capital Markets domain experience is a must , and Surveillance domain experience is good to have. Support Response: Role aim is to respond to support requests via email, chat, or call. End-User Communication: Ability to communicate with end-users to obtain support details. ServiceNow: Proficiency in using ServiceNow to create, maintain, and close incidents and problems. ITSM Processes: Understanding and ability to follow service management and change management processes. Jenkins: Understanding how to use and deploy using Jenkins. Documentation Updates: Ability to perform updates to process documents in response to support incidents. External Coordination: Ability to engage external teams and external vendors to resolve technology and business issues. Querying Skills: Ability to generate queries using SQL and No-SQL to help resolve incidents. Networking Fundamentals: Understanding of basic networking, internet protocols, and encryption. Programming Exposure: Exposure to Java or Python . KX & Time Series: KX exposure and time series database exposure. Reporting: Ability to provide status reports and share information in standups. Additional Information Join the team to sharpen your skills and expand your collaborative methods. Make an impact on clients and their businesses directly through your work. Gender Neutral Policy 18 paid holidays throughout the year. Generous parental leave and new parent transition program. Flexible work arrangements. Employee Assistance Programs to help with wellness and well-being
Epsilon Data Management
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