Associate - Unix/Linux, SQL, ITIL

Job Title: Associate - Unix/Linux, SQL, ITIL

Experience: 3-5 years

Category: IT Infrastructure

Main location: Mumbai

Responsibilities
Main responsibilities are:

• Perform well industrialized application support tasks and industrialize further tasks :
  o Managing Support Mailbox
  o User access management
  o Process requests/user queries in support mailbox
  o Technical investigation and resolution of support issues

• Document and execute the regular system checks at various points in the day.

  • Build up the documentation for further enhancement of the process.
  • Incident management
  • Follow all local policies for coming in shifts, weekend checks and releases.
  • Take Ownership in Crisis, extra commitment in the gaps when many resources are on vacation/leave.
  • Attend standups (whiteboard) and ensure smooth handover between the shifts.
  • Ensure process improvement at Service Management level Thorough understand and follow the process for ITSM, Incident and Problem Management
  • Commitment to teamwork of highest standards.
  • Participate in BCP working; Ensure strong governance and control
  • Ensure established functions raise the bar a notch above via Continuous improvement and level up.
  • Participate in Team shifts, Weekend releases and Holiday coverage.
  • Ensure all reported incidents are correctly logged, investigated, understood, explained and followed up to avoid reoccurrence.

Technical & Behavioral Competencies

• Pro-actively monitor, manage and improve availability and performance of the production environments from presentation and application layers to middleware and databases.
• Monitor all application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues or application crash.
• Monitor batches with the help of provided tools and act proactively on failed batches while being ensuring that the preventive actions were implemented to avoid the future failures.
• Perform capacity management of in-scope applications by proactively monitoring the application behavior. Alerts Application Production and Development teams of any potential risks in the future
• Provide feedback and propose solutions to management on performance and capacity.
• Customize production tools (monitoring, batch scheduling, backups, deployment tolls, automation)
• Create and maintain documentation about issue resolutions and process guidelines for easy resolution of future issues.
• Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.
• Ensure logging all issues or intercepted by monitoring tool in the Banks ticket management system Service Now.
• Monitor recurrent incidents and perform problem management to ensure permanent fix with the help of IT partners.
• Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.
• Active participation in Disaster Recovery exercise to validate the resilience of production ecosystem for business.
• Ensuring the timely delivery of Production Releases & change in staging and production ecosystem as per the agreed schedule.
• Ensuring all application logs are fit for purpose and fit for use.
• Explore opportunities of innovation and automation while in line with all policies
• Adopt CIB Standard tools, industrialize monitoring, industrialize Release management whilst seeking reduction of dependency on manual interventions by support staff, e.g. leveraging enterprise batch scheduling and enterprise monitoring tools
• Collaborate efficiently with Level 3 Infra and Developments teams to respond to incidents to restore normal services to the business at earliest.

Skills Referential (Required knowledge, skills and abilities)
Technical Skills:

• Techno functional experience
• Practical experience with Production Monitoring and Alerting tools.
• Good experience on Windows and Linux/Unix systems. Good to have IIS, Apache, Tomcat, JENKINS,
• Knowledge of Databases preferably Oracle or SQL Server.
• Scripting (Any primary - PowerShell , Unix Shell, SQL, UNIX, Phyton ....).
• Knowledge of File Transfer protocol and tools like - CFT, UTS, FTP, SFTP.
• Exposure to JAVA and .Net applications.

Behavioral Skills:

• Ability to collaborate / Teamwork
• Ability to deliver / Results driven
• Creativity & Innovation / Problem solving
• Adaptability
• Analytical Ability
• Ability to understand, explain and support change
• Ability to set up relevant performance indicators
• Ability to develop and adapt a process
• Ability to manage / facilitate a meeting, seminar, committee, training

Education Level: Bachelor's degree or equivalent
Location: Mumbai