Provide Level 1 or first tier production support for Enterprise Applications. Perform technical troubleshooting, changes, and daily tasks for Enterprise Applications and Systems. Work with customers and other support teams to co-ordinate and facilitate incident triage and timely resolution of production issues. Potential to work various 24x7 shifts including day and night shifts.
Support large 24x7 mission critical systems.
Carry a primary pager and respond to incidents within 15 minutes
Maintain Remedy incident tickets and service request cases in a timely and efficient manner
Monitor applications and automated processes
Analyze, resolve, and co-ordinate technical problems for all issues/incidents
Execute tasks in production by following execution of Runbooks/instructions.
Managing and escalate issues according to the proper procedures.
Work on level 1 Incident requests for multiple Platforms
Troubleshoot, resolve and document resolutions for incident tickets
Update troubleshooting documentation based on resolutions
Perform proactive monitoring of servers
Respond to automated alerts
Perform basic change controls that are documented in the knowledge base
Strong Unix skills and knowledge of Unix Shell basics
Windows Server administration skills a plus
Experience working in Operations / Production Support environment
Strong Problem Solving skills
High level of interpersonal, communication (verbal and written) and negotiation skills
Desired Skills (Experience supporting these applications a plus)
UNIX (Solaris 8,10; AIX 5.x, SUSE Linux 9.x/10.x)
Enterprise Monitoring tools (Tivoli, Netcool, Topaz, Guardium)
Oracle and/or SQL Server databases
BOXI reporting tools
Active Directory / LDAP
MS Messaging tools (Exchange, SharePoint)
Web server and Middleware (WebLogic, JBOSS, apache)
Synchrony, Connect: Direct
Education and Experience
Preferred: BA/BS in Computer Science, Information Systems, or related field.
2-3 years of related experience