Position: Technology Service Analyst

Location: Pune, Maharashtra, India

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Job Description

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

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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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