02 Jan
Production / Technical Support
job summary:
Description- Event Management is a role responsible for providing 24X7 end to end detailed monitoring and support of all infrastructure and application components critical to IBPT & EAE. Supported by IEPS (Investment and Enterprise Prod Support).
- The role includes monitoring of the network, databases, middleware, backup, storage, application specific and operating system specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer.
- Proficient to work somewhat independently on most complex projects, and often on multiple phases.
- Has working knowledge of business or function for which technical support is needed to diagnose or resolve problems. Event Management is a role responsible for providing 24X7 end to end detailed monitoring and support of all infrastructure and application components critical to IBST & ETEC.
- Supported by IEPS (Investment and Enterprise Prod Support).
- The role includes monitoring of the network, databases, middleware, backup, storage, application specific and operating system specific components with the goal of proactively identifying and resolving performance issues prior to interruption of services to the customer.
- Use of monitoring tools to proactively identify and research potential production incidents.
- Responding to alerts regarding potential production incidents.
- Triaging and Escalating to support partners as needed for problem resolution.
- Perform trending and analysis using monitoring tools and reports in order to proactively identify and address potential issues prior to production impact.
- Perform some environment routing.
- Partner with Application Support teams to coordinate support for the schedule changes requiring rout-aways.
- Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement.
- Develop procedures for trouble shooting and possible resolution of issues.
- Execute procedures reliably and escalate appropriately to solve incidents quickly
- A team player that is able to work comfortably in a multicultural environment.
- Proven ability to work independently, multi task and effectively work in a complex environment with a global team structure
- Excellent verbal and written communication skills; influencer, facilitator, and collaborator.
- Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
- Knowledge of Splunk, Introscope, Sitescope, Tivoli Netcool/WebGUI,
- Knowledge of JVM (Java Virtual Machine), Unix/Linux OS, Windows, MQ, OOS/Webmethods
- Experience in a large IT production support environment
- Basic understanding/exposure to ITIL/ITSM.
- ITIL Foundation/Intermediary certification
- Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management
- Use of monitoring tools to proactively identify and research potential production incidents.
- Responding to alerts regarding potential production incidents.
- Triaging and Escalating to support partners as needed for problem resolution.
- Perform trending and analysis using monitoring tools and reports in order to proactively identify and address potential issues prior to production impact.
- Perform some environment routing.
- Partner with Application Support teams to coordinate support for the schedule changes requiring rout-aways.
- Identify opportunities for additional monitoring and automation and partner with Monitoring Architecture and Engineering to implement.
- Develop procedures for trouble shooting and possible resolution of issues.
- Execute procedures reliably and escalate appropriately to solve incidents quickly
- Experience level: Experienced
- Minimum 8 years of experience
- Education: Bachelors