Overview
- We are looking for a motivated Operation Services Specialist to join our HRIT Production Engineering team. This role requires a Professional with a wide variety of strengths and capabilities across multiple technologies and disciplines. You'll work in a collaborative, thought-provoking environment that encourages diversity of thought, creative solutions, and requires a high level of accountability to deliver technical solutions and continuous improvements in the overall support strategy.
- You'll manage all aspects of the HRIT systems and work closely with geographically diverse support and development teams to continue to build a market leading support organization for Corporate Functions Technology (IT).
Your key responsibilities
- Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
- Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
- Manage and mentor regional L1/L2 team to ensure the team is upto speed and picks up the support duties.
- Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications.
- Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
- Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers.
- Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
- Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
- Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
- Drive the development and implementation of the tools and best practices needed to provide effective support.
- Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
- Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
- Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
- Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
- Perform reviews of existing monitoring for the platform and make improvements where possible.
- The candidate will have to work in shifts as part of a rota covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST ( 2 shifts). In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
- Weekend on-call coverage needs to be provided on rotational/need basis.
- Take care of Release Management on application configurations /functional changes.
- Update the RUN Book and KEDB as & when required
- Participate in all BCP and component failure tests based on the run books
- Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
- Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book.
- Drive knowledge management across the supported applications and ensure full compliance Drive continual service improvements
Your skills and experience
Skills You'll Need
- Extensive 10+ years of IT experience (preferably within large corporate environments, controlled production environments including financial services technology in a client-facing function) and experience with people/team management.
- Having Engineering background on Computer Science
- Extensive hands-on experience in report preparations using PowerPoint
- ITIL Foundation Certificate
- Exhibit SRE mindset and exposure implanting SRE, DevOps, and agile methods
- Knowledge of databases (Oracle/MSSQL etc.), including working experience of writing Structured Query Language (SQL) scripts and queries
- Experience working on UNIX/Linux, Solaris, Java J2EE, Python, Powershell scripts, Bash, and Ansible
- Knowledge of Cloud-based technologies (preferably Google Cloud platform), and knowledge of application performance tools (such as New Relic, Splunk, AppDynamics, Grafana).
Skills That Will Help You Excel
- Articulate and experienced communicator able to communicate with a broad range of stakeholders and virtual teams
- Strong analytical and problem-solving skills
- Bachelor's degree in Computer Science or IT-related discipline
- ITIL Foundation Certificate
- CGP certification is a plus
