Senior Tech Operations Analyst

This position requires experience in ETL production support activities to maintain operational day-to-day IT functions for the business applications with Informatica as ETL Tool, Tivoli Workload scheduler as scheduling tool, Unix & SQL. Experience in bug fixing and development is an added advantage.

Requirements

• Maintains operational day-to-day IT/ BAU functions of software products built as part of ETL applications using Informatica PowerCenter and Informatica Cloud (IDMC).
• Performs root cause analysis to determine nature of production issues as they arise and provide the permanent fix for the issues.
• Troubleshooting experience and handling call with Informatica Product team
• Knowledge of dev/test/prod environment for debugging any kind of production issue in lower environment
• Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets
• Incident management and service request fulfillment
• Own and progress call queues (own queue & teams’ queue) and support tasks, ensuring timely resolution within SLA
• Resolve escalated calls from the business
• Resolving users’ issues or escalating to support teams where necessary.
• Experience with ServiceNow and should have good knowledge of Incidents, Requests, Dashboards and Reporting with basic understanding of Problem & Change.
• Proactive to get involved with a range of IT project work and look for ways to drive continuous service improvement.
• Candidate should have good Unix Scripting knowledge(Shell, Perl, Python etc) • Candidate should be good in handling Pl/Sql Queries and Procedure.
• Work in shift based model with occasional weekend shift.
• Promote teamwork and knowledge sharing
• Create, maintain and review knowledge articles shared with all IT support teams.
• Previous IT experience working on an ITIL aligned Service Desk
• Proven customer service experience with excellent written and verbal communication skills
• Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
• Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at a time

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance