These support engineers should have specific, deep understanding and expertise in any of the two or three technology platforms listed below:
- oracle database, open source database (mongodb, mysql & postgresql).
weblogic, jboss, tomcat - tomcat, iis, glassfish.
- cloud (aws/azure/gcp) administration.
- rhel, solaris, aix, hpc computing, pacemaker, rhel/hacmp/vcs cluster.
*typical accountabilities*
- responsible for monitoring alerts handling.
- responsible for handling service requests.
- responsible for diagnosing and fixing p3 & p4 end user relate incidents.
- responsible for build and deploy servers and other infra services.
- initial triaging, and remediation if possible, for all p1& p2 or else escalate it senior levels.
- responsible for incident queue monitoring and management.
- responsible for creating & implementing change requests.
- responsible for fulfilment requests of standard changes (request for data, request for information, server builds, other service catalogue items)
- responsible for creating and updating known error documentation.
*education, qualifications, and experience*
- bachelor degree or equivalent with 2 to 4 years operational experience.
- experience in managing incidents, problems, changes and capacity management aspects.
- demonstrated ability handling large number of incidents via.
any itsm tool
- flexibility to work in shifts on rotational basis covering americas, emea and asiapac regions 24*7
*essential skills*
- working experience on oracle database (8i,9i,10g, 11g,12c, 18c,19c), mssql database (2000,2005,2008, 2008r2,2012,2014, 2016, 2017,2019), open source database (mongodb, mysql & postgresql).
- engineering level of experience in oracle/sql/middleware and cloud with respect to managing incidents, problems, changes and capacity management aspects
- in depth or working knowledge on cloud solutions and concepts
- experience with service now itsm tool is preferred.
- experience working with enterprise monitoring tool and understanding dashboards.
- experience with using knowledge articles and documented sops to resolve tickets.
- experience working in itil model.
*desirable skills*
- multi years of work experience in technical teams working in shifts on rotational basis covering 24*7 support
- ability to work effectively in a matrix organization is essential.
- experience with powershell, vbscript or bash shell scripting, python, linux script preferred
- operational experience with rhel 5,6 & 7, solaris 9,10,11, aix 6, 7, hpc computing, pacemaker, rhel/hacmp/vcs cluster.
- operational experience on weblogic - 10g, 11g, 12c, jboss - 5.5, 6.0, 7.0, tomcat - tomcat 6, 7, 8, 9, iis - iis 6, 7, 7.5, 8, 8.5,10, glassfish - 4.1