Position: Technology Service Analyst
Location: Pune, Maharashtra, India
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Qualification and Skills
- Extensive 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 and matrix management
- 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, Java J2EE, PERL, Python, Powershell scripts, Bash, and Ansible
- Knowledge of Cloud-based technologies (preferably Google Cloud platform), and knowledge of application performance tools (such as Geneos, Splunk, AppDynamics, Grafana, and New relic)
- 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 (or equivalent work experience or diploma)
- ITIL Foundation Certificate
- CGP certification is a plus
Responsibilities
- Supporting Production Service operations covers two shifts in a day and Week end coverage for Maintenance schedule.
- Develop a good understanding of the activities required to execute production management functions.
- Support Service Operations teams in providing optimum service level to the business lines supported.
- Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem solving techniques and processes are applied
- Undertake specific functions within the relevant production management process as identified for the specific production management area.
- Participate in regular meetings with stakeholders, prepare and document meetings, track progress and communicates to stakeholders.
- Collect, interpret and respond to changes in production data, as appropriate. Track the implementation of resolution tasks.
- Provide regular and reliable reporting of relevant data to meet management requirements.
- Understand thoroughly the end to end application support process and escalation
- procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations).
- Maintain an end to end view of the application and infrastructure landscape.
- Provide input and contribute in Production Management related audits.
- Engage with other Service Operations groups to understand business requirements
- Support the collection, analysis and production metrics on process data for KPIs to find out improvements.
- Work with Release Management and Transition Management on application configurations 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 24×7 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
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
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