*these support engineers should have specific, deep understanding and expertise in any of the two or three technology platforms listed below*:*oracle database, mssql database, open source database (mongodb, mysql & postgresql).
*:*typical accountabilities*- responsible for monitoring alerts handling.- responsible for handling service requests.- responsible for diagnosing and fixing p3 & p4 end user relate incidents.- responsible for build and deploy servers and other infra services.- initial triaging, and remediation if possible, for all p1& p2 or else escalate it senior levels.- responsible for incident queue monitoring and management.- responsible for creating & implementing change requests.- responsible for fulfilment requests of standard changes (request for data, request for information, server builds, other service catalogue items)- responsible for creating and updating known error documentation.essential:- bachelor degree or equivalent with 2 to 4 years operational experience.- demonstrated ability handling large number of incidents via.
any itsm tool- an ability to work effectively in a matrix organization is essential- a self-starter with high levels of drive, energy, resilience and a desire for professional excellence*skills and capabilities*essential*- knowledge on oracle database, mssql database, open source database (mongodb, mysql & postgresql).- knowledge in oracle/sql/middleware and cloud with respect to managing incidents, problems, changes and capacity management aspects- knowledge on cloud solutions and concepts- experience with service now itsm tool is preferred.- experience working with enterprise monitoring tool and understanding dashboards.- experience with using knowledge articles and documented sops to resolve tickets.- knowledge in itil model.