Specialist Support Engineer
SOCIETE GENERALE
Bangalore, Inde
2d ago

Responsibilities

This opportunity is to be part of the Capital Market team which is part of the technology in Investment Banking division.

We work on high end technologies and you will work with application development, Maintenance and delivery.

Profile Required

Performing daily monitoring, reporting and being part of shift roaster in accordance with SLA / OLA and procedures

  • Perform basic monitoring tasks.
  • Perform initial high level investigation and escalate to relevant team.
  • Ensure timely and accurate status reporting as per defined procedures.
  • Good understanding of SLA / OLA to identify task priorities Incident, Request, Problem management as per defined guidelines
  • Track all efforts accurately against all impulse entries.
  • Ensure right data quality of Symptom / Root Cause / Severity / Priority of all tickets.
  • Regular update of status and comments on tickets.
  • Ensure responsible team is correctly assigned in agreement with stakeholders. Follow up and define Post Mortems and Remediation actions to improve production
  • Follow up with the relevant teams to ensure PM is published.
  • Act on all remediation actions assigned as per timelines defined. Maintain good collaboration with internal and external partners
  • Awareness of all stake holders for the feature / application.
  • Participate in governance meetings / interactions with stakeholders to understand the concerns and share updates. Change management and smooth transition of services
  • Aware of upcoming changes and related impacts.
  • Consult with right contacts on the impacts. Ensure Knowledge base and training material are up to date (Jive, known error database etc.
  • and contribute towards knowledge sharing

  • Make sure the documents are relevant and up-to-date
  • Ensure the documents are simple & can be clearly understandable
  • Keep track of the changes made into the documents are well maintained & circulated with all team members Anticipate and propose action plans for continuous improvement on production to gain efficiency, stability, etc.
  • Identify improvement areas on production processes.
  • Identify automation used cases. Contribute to sustain and improve production support practices
  • Adhere defined production support practices
  • Participate in Production Leagues Trainings / Sessions Preparedness to be part of autonomous feature teams
  • Develop knowledge on Agile model and CD practices.
  • Align to feature teams wherever applicable.
  • Be part of agile ceremonies. ITIL process knowledge
  • Knowledge on ITIL processes on Request fulfilment, Incident management, Problem Management & Change / Release Management Technical skills in any RDBMS, UNIX, Middle ware etc.
  • Good Knowledge & Understanding on any operating systems (Unix / Linux / Windows)
  • Able to interpret any scripting language (Ex : Unix Shell Scripting)
  • Awareness of any middleware technologies
  • Awareness of Java Errors & Exceptions
  • Good knowledge on any RDBMS technologies & able to interpret PL / SQL scripting
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