These support engineers should have specific, deep understanding and expertise in any of the two or three technology platforms listed below:- oracle database, open source database (mongodb, mysql & postgresql).weblogic, jboss, tomcat - tomcat, iis, glassfish.- cloud (aws/azure/gcp) administration.- rhel, solaris, aix, hpc computing, pacemaker, rhel/hacmp/vcs cluster.
*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.
*education, qualifications, and experience*- bachelor degree or equivalent with 2 to 4 years operational experience.- experience in managing incidents, problems, changes and capacity management aspects.- demonstrated ability handling large number of incidents via.
any itsm tool- flexibility to work in shifts on rotational basis covering americas, emea and asiapac regions 24*7*essential skills*- working experience on oracle database (8i,9i,10g, 11g,12c, 18c,19c), mssql database (2000,2005,2008, 2008r2,2012,2014, 2016, 2017,2019), open source database (mongodb, mysql & postgresql).- engineering level of experience in oracle/sql/middleware and cloud with respect to managing incidents, problems, changes and capacity management aspects- in depth or working 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.- experience working in itil model.
*desirable skills*- multi years of work experience in technical teams working in shifts on rotational basis covering 24*7 support- ability to work effectively in a matrix organization is essential.- experience with powershell, vbscript or bash shell scripting, python, linux script preferred- operational experience with rhel 5,6 & 7, solaris 9,10,11, aix 6, 7, hpc computing, pacemaker, rhel/hacmp/vcs cluster.- operational experience on weblogic - 10g, 11g, 12c, jboss - 5.5, 6.0, 7.0, tomcat - tomcat 6, 7, 8, 9, iis - iis 6, 7, 7.5, 8, 8.5,10, glassfish - 4.1