Vacancy expired!
- Experience of managing large production support engagement
- Experience of working in global delivery model
- Experience of setting up new Prod Support engagement, driving Knowledge Transition and Knowledge Management for the new applications, setting up SLAs and new processes based on ITIL framework
- Experience in driving Transformation Initiatives, Automations, Process Improvements, Performance & Availability Improvements and Preventive Initiatives.
- Good understanding of ITIL process
- Good understanding of Incident management, Problem Management and Change management process
- Ability to coordinate with multiple stakeholders
- Ability to understand overall technical landscape, coordinate with multiple teams in troubleshooting and resolving production issues
- Good communication skills is a must
- Experience working on Service Now/Ticketing tool
- Experience working on monitoring tools
- Experience in supporting L2, L3 App Support
- Provide Root cause Analysis for critical Incidents
- Proactively communicate status of critical applications to appropriate stakeholders
- Triage incident, identify resolution steps & escalate when required
- Analyze incident trends, identify solutions to reduce incidents, and recommend solutions to SMEs
- Respond to email questions regarding application delays, job runtimes, alerting, etc.
- Participate in LOB incident review meeting
- Attend KT sessions, capture key LOB information as it relates
- Provide Oncall support for critical issues during off business hours
- Identify and automate manual activities
- Change assessment and approval
- DR recoveries and validation
- Respond to audit requirements
- Experience at managing .Net projects with production support and maintenance background is a plus
Vacancy expired!