Roles and Responsibilities
In this role, you will:
Execute day to day application maintenance, processing and resolving issues.
Be responsible for upgrades and patches of Systems and Applications
Be able to debug Applications, take thread dumps, knowledge of JVM workings
Be fluent with System Administration and Unix Shell commands
Troubleshoot application alerts from monitoring tools
Be able to install and scale applications
Be able to troubleshoot in production whenever an issue occurs and be able to work during evening hours
Drive customer communication during critical events and lead retrospective meetings
Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
Drive root cause investigation implementing any learnings or improvement opportunities
Drive projects that improve customer experience, application process or performance with minimal guidance
Assist & own the preparation of end user support documentation and knowledge
Proactively plan for upcoming changes
Provide mentorship and guidance to team members
Inform and train all support teams on new/changed processes/services and drive operational process rigor
Collaborate with cross functional stakeholders
Ensure support team readiness and availability
Investigate the possibilities of automation for self-service of end user support
Manage and lead the enhanced service collaboration vendor & other in-house support tech team
Partner with product service owners on new service introductions, change, and transition to operations
Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors
 
Education Qualification
For roles outside USA:
Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with advanced experience.
For roles in USA:Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with minimum years of experience4years
 
Desired Characteristics
Technical Expertise:
Must have at least 5 years’ experience with Linux/Unix System and Application Administration
Must have worked on AWS and setup applications on AWS.
Knowledge of remote debugging tools a plus
Good understanding of Load Balancers such as Nginix
Proficient with Unix Shell commands and scripting. Should be able to debug applications from a Unix system perspective. Should be able to detect network, cpu, memory resources on Linux/Unix Systems
Good working knowledge of Ruby and/or Python
Good working knowledge of Terraform, Chef Experience with the Administration some applications, preferably Github, Coverity, Artifactory, Confluence, Jira.
Understand technical standards & concepts to apply to project work
Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities
Proficient with shell scripts. Understand concepts of setting and driving technical direction Knowledge of AWS EC2, ELB, security settings, network settings on AWS, a must.
Familiar with elements of gathering functional requirements
Business Acumen:
Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics
Leadership:
Coach and mentor team members.
Familiar with concepts of costing hardware and software components. Works to assure work is on-time and within budget
Deliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefits
Participate in change initiatives by implementing new directions and providing appropriate information and feedback
Personal Attributes:
High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customers
Change oriented –actively generates process improvements; champions and drives change initiatives; confronts
Ability to work with global teams, act independently and as part of a team
Apply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice
Open-mindedly to new perspectives or ideas. Consider different or unusual solutions when appropriate
Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives
Strong analytical and strong problem solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve