Job Description:
- Understanding in SQL query any database.
- Understanding/Knowledge on Kibana/Grafana or any Logging/Monitoring tool.
- Basic scripting Shell/pythonfor debugging and connecting dots from errors.
- Should be aware of ITIL Concepts for Support eg :- SLA/Incident Management/Problem Management etc.
- Versedto monitor JAVA application ,basic understanding on Java .
- Alert verification and validation of false positives in alignment with SOPs.
- Performing daily system monitoring, verifying the integrity and availability of cloud infrastructure, server resources, systems, and key processes, reviewing system and application logs,and verifying completion of scheduled jobs such as backups, and batchprocessing.
- Good Communication skills and should be triaging all support requests and performing preliminary investigation for all reported issues
- Participating in 24/7 technical support coverage across the cloud datacentre environment and applications and flexible on Weekend/Holidays.
- Attempting to provide first-call resolution for all reported issues by researching documentation and knowledge base
- Drive automation for repetitive tasks to build efficiency and ensure consistent delivery.
- Work natively in a mixed Windows/Linux environment and fully comprehend hybrid architectures.
- Perform tasks by executing runbooks and communicating to stakeholders.
1.) SQL / DB Experience
- Need understanding of SQL Queries
- Any database - MySQL is preferred
- (T-SQL OR Oracle (any relational DB works), Basic understanding of hitting select queries and getting the output and understanding of joins, background of DB, Where the data is stored)
- AKA: Need to be able to write simple queries & handles basic joins.
- They will need to write simple queries. Reading & understanding the data.
2.) Kibana/Grafana (Any monitoring tool)
- Grafana alerts
- How matrices & explorer options works
- Search logs from Kibana
- What ever Monitoring tools they used, they need to be able to explain how they got the logs and processed it further.
- Kibana/Grafana is good to have, Any other Monitoring tools is okay but then need to be able to explain and have hands-on experience on the same.
- We'll be upskilling specifically on Grafana/Kibana during onboarding, but they must have a deep understanding of some monitoring tool.
3.) Unix/Shell Scripting
- Scripting - Shell/Python basic scripting (Since this is Linux (Preferred)/Unix)
- Find Long running process.
- Identify Disc/CPU utilization
- Identifying process and then understanding which query they have to link to database.
4.) Java Knowledge
- Basic understanding of Java Application.
- Need to understand basic Java error.
Example:
- Checking Java Logs - Figure out what exception Java is throwing, Understanding Java logs & which security exceptions its throwing. then highlight then same to developers.
- Need to know enough to identify an error and be able to send it to another team.
- Worked on Windows but understand Linux that is also fine.
5.) Cloud / Release Experience
- Ex: Basic understanding Difference between on prem to cloud from an infrastructure perspective)
- Understanding how the release is done; Taking a backlog (Like Automation or Prod)
- Need to have Ticketing experience (Not mandatory to have ServiceNow)
- Jira, Confluence, ServiceNow, Sharepoint
- Need experience with at least one, the more the merrier.
- Any ticketing system with version control experience, but need to have solid understanding of the same.
Top Skills:SQL, Kibana, Shell/Python, Java, Cloud basic/Release experience, Monitoring tool experience. (Need at least 3-4 out of this, manager is open for us to train and upskill)
Preferred:ITIL Concepts
Good to have:
Cloud knowledge/experience:
- Experience on Platform like JIRA, SharePoint, confluence, ServiceNow, GitHub.
- Attempting to provide first-call resolution for all reported issues by researching documentation and knowledge base
- Performing root cause analysis (RCA) and drafting customer-facing summary of events and preventative measures
- Participate in internal projects to deploy new tools or features.
- Apply analytical skills to assist in the resolution of complex, time-sensitive issues or escalate, when necessary, with a sense of accountability and sound personal judgment.
