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SRE/SRC Support

CGI

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2-4 Years
2 months ago
104 Viewed
10 Applied

Job Description

  • 4-5 + years of experience on SRE/SRC Support
  • Extensive experience in troubleshooting the issues including analyzing the log files
  • Excellent knowledge of database (PL/SQL, Oracle, DB2)
  • Excellent Knowledge of Tomcat, Apaches, WAS, and IIS
  • Extensive experience on Linux systems, JSON, BOT Support
  • Resolve incidents or failures in Dynatrace / Java applications.
  • Application and infrastructure proactive event monitoring using Client monitoring tool (level 3 service)
  • Minimum 4 years of experience in remote infrastructure management
  • Should have working knowledge on Dynatrace applications.
  • Experience on monitoring tools like Dynatrace, BIG Panda,OEM
  • An inherent ability to solve problems and provide solutions.
  • Standard operating procedure (SOP) based troubleshooting, processing and resolution of incidents (level 3 service)
  • Responsible for SLA compliance and guide Jr members.
  • Additional warm handover using phone calls for P1 and P2 incidents
  • Transition and knowledge transfer for the above activities
  • Should have working experience on Performance Monitoring / Data transfer Management
  • Contribute and support to Incident RCA s
  • Exposure to Incident Management activities like Communicate status, Interact with the technical teams , Engagement of Third Parties , Briefing the relevant parties and making sure the incident is fixed
  • Escalation of unresolved incidents and requests to client groups as provided in SOPs using Client ITSM ticketing system
  • Communicate effectively (verbal and written) and clearly within the team and with all the stakeholders
  • Basic knowledge on ITIL process and Prefer to have ITIL Certified
  • Strong leadership skills like Managing Jr Team members and also able to represent CGI in client meetings and calls
  • Minimum 2-3 years of Customer facing experience
  • Good understanding of the incident, problem & change management process
  • Broad understanding of technologies
  • Awareness of SLAs, KPIs and KRAs
  • Drive support teams during incident triage; troubleshooting and recovery steps.
  • Knowledge of end to end ITIL change management practice.


Skills:
  • Analytical Thinking
  • Banking
  • Incident Management
  • Unix
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