GDS Consulting_ Senior Unix/SQL Application Support

GDS Consulting_ Senior Unix/SQL Application Support. The opportunity is to build a team of L2 Technical Application Support Center in Manila. Responsibilities include incident management, problem management, service request management, and service management. Requires intermediate level on Unix, SQL/Oracle, Technical Application Support (Level 2) experience.

Requirements

• Act as a point of contact between the client and the application support center
• Monitor jobs, production processes, systems availability, latency and overall system health
• Create Incidents / Service Requests /Problem ticket and assign to teams
• Create application incident reports
• Perform initial analysis and resolution for the layers defined in scope
• Establish understanding of application, platform layers defined in scope
• Analyze, identify issues, conduct investigation of functional/technical bugs, service failures, operational problems and provide acceptable workaround or resolutions to identified issues/defects
• Escalate further to L3 within a reasonable period with analysis and findings
• Triage, resolve, and conduct RCA
• Handle major incidents and joined SWAT calls
• Identification, classification, prioritization, and remediation of system issues
• Produce reports on defect/problem reporting data
• Build tools or establish processes to quickly triage issues and discover failures across the technology stack
• Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence
• Create and update support knowledge database
• Lead the documentation process for overall application support
• Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors on a regular basis
• Provide responses to functional / technical queries
• Perform periodic application maintenance
• Participate and provide support on various application migration activities
• Propose and/or participate in any support team continuous improvement initiatives and implement these improvements, as needed
• Understand the use of service delivery metrics
• Monitor and report on regular production activities, which are subject to Service Level Agreement (SLA) or Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity
• Ability to work in a fast-paced production environment
• Excellent analysis and troubleshooting skills
• Ability to work independently and as part of a team with minimum supervision
• Understanding of software development lifecycle and best practices
• Excellent communication skills (written and spoken English)
• Ideally has experience in working for large Financial Services client
• Keen attention to detail
• Have exposure to working in shifts (APAC and EMEA) and/or weekend shift/on-call support
• Has successfully demonstrated domain of most skills and technologies on several relevant projects
• Exposure to various job and process monitoring tools
• Intermediate level on Unix, SQL/Oracle, Technical Application Support (Level 2) experience
• Education: Bachelor's Degree Computer related
• Fundamental level on Java, Microservices, PCF (Pivotal cloud foundry) Monitoring Tools - Splunk, Dynatrace, Catchpoint, APM etc.
• ITIL certification
• Familiarity with ServiceNow Automation and ticketing

Benefits

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to acquire new knowledge and skills to progress your career
• Engaging culture that promotes work-life balance and personal effectiveness