Job Title Module Lead-ApplicationSupport
As Module Lead of Application Supportteam, you will support business users across CC offices to get better end userexperience.
This role will be the expert within the DevOps team for theservices and tools we utilize. You will help to maintain the service level agreementsand be always available for monitoring operations tasks.
You will workhand-in-hand with development teams to resolve issues. You will do continualanalysis of the end-to-end services provided by us;
identifying andimplementing tool, automation and process improvements to increase applicationresiliency with the goal of avoiding or minimizing outages and impacts.
Youshould be able to lead and execute specific activities related to applicationmaintenance and support while working with several vendors.
Your team workingskills will be required to amplify the performance in this role. Goodcommunication skills are mandatory.
The person must have the commitmentto complete DevOps activities with good analyzing and innovative skills. Thezeal to continuously learn new technologies, models, techniques and processeswill help the incumbent to stand out from the crowd.
How you willinfluence :
Solve complex / medium complexity business problems using technicalknowledge in the DevOps environment
Work and support Change & Release Management to enhanceapplications in enterprise systems
Implement processes to maintain applications systems in productionenvironment with controlled evaluation of any downtime
Help to manage timely resolution or escalation of incidents withinthe environment. Understand the global and local impact across teams to manageapplication interdependencies
Must be able to communicate the impact and solutions ofapplication / system problems in business language
What you will bedoing :
Provide and coordinate required maintenance and optimizationsolutions ensuring business application integrity
Complete DevOps activities on time and within Standard LevelAgreements
Help and maintain the supported applications health in differentenvironments
Help to progress change management by deploying the latestapplication versions in all supported environments
Keep the lights on by liaising with onshore stakeholders andapplication vendors in different parts of the world
Third Level troubleshooting support for internal and external webapplications
Work closely with other IT teams such as Vendor, Development,Network, Security, Desktop, Exchange and Systems to investigate for the rootcause analysis
Whatwe need :
Substantial technology experience of more than 5 years in owningsupport of complex applications in Web, Windows or Cloud environment
Should be comfortable in various SQL Server versions with atleast 2005 and above
Knowledge of Microsoft Windows Server 2008 & Windows Server2012 server platforms
Sound knowledge on Web Servers : IIS 6 / 7 and Windows Services
Awareness about IT infra such as VMs, AD, DNS proxy, Securityskills Firewalls
Basic knowledge of SharePoint platform and O365
Basic knowledge of Active Directory, Azure AD, Exchange Online andoffice products
Hands on experience in writing basic Power shell scripts forvarious tasks
Troubleshoot the issues related to Windows and Web Applications ,SQL Server 2008 / 2010 and Services hosted in IIS / WCF
Knowledge about .Net technologies C# 4.0 or higher, MVC, WCF andassociated technologies
Flexible to work in 24*7 shift model / night shifts for longerperiod (if required)
Must be able to handle pressure situations, especially during P1 / 2cases, with high confidence
Possess good command over both written and verbal communicationskills
Good knowledge of vendor and service management
L3 troubleshooting support for internal and external webapplications
Maintain & build standard and documentation for allenvironments.
Ensuring that the requirement for change to applications is fullyunderstood and that the planned work is completed
Provision of adequate cover as defined in the SLA's over therequired support hours (this may vary according to the application)
Working on critical cases including application downtime (Priority1 &2) situations
Logical thinking and excellent verbal and written communication
Exhibit positive attitude and superb teamwork attributes
Requires Bachelors in Engineering Degree or equivalent, and strongrelevant professional experience
ITIL Foundation certified will be preferred
Any Azure certification will be preferred
An relevant Microsoft Certification will be an added advantage
Requires Bachelors in Engineering Degree orequivalent