Job Description:

This Support position in Client's Digital Technology Command Center requires on-site shift work providing 7/24 operational support via pro-active monitoring.As part of the Application Recovery Team (ART), this position supports monitoring for Digital Channels, Production environments, Application Health, Distributed system support in Unix/Linux, Windows, Virtual (VMWare, HyperV), Middleware and AWS Cloud environments.

Responsibilites

• Responsible for monitoring day to day application performance and availability, all aspects of Client.com, systems performance and analysis of alerts from various tools and restoration of services.
• Familiarity with standard concepts, practices and procedures within IT Operational Support.
• Relies on experience and judgment to plan for shift workload and participate in planned change activities as well as incident follow-ups.
• reatively managing multiple alerts and incidents to ensure high impacting scenarios are prioritized appropriately and addressed quickly to reduce system impact.
• Being able to correlate events from various tools to assess appropriate level of impact.
• Responsible for providing day to day support for Application recovery and availability, Digital Channels, System Administration via pro-active monitoring for Windows and UNIX/Linux (HPUX, AIX, Solaris, Linux) environments.
• Understanding of various Microsoft tools is a plus.
• Additional monitoring and support required for critical processes in Cloud, Virtualization, Middleware, Database, Storage and Backup areas.
• Troubleshooting and familiarity with various Middleware components (Messaging technology, Weblogic, Websphere, DataPower) is essential.
• Strong knowledge of Enterprise Monitoring Tools such as AppDynamics, Big Panda, New Relic, Google Analytics, SCOM and SiteScope is critical.
• Familiarity with Incident Ticketing System (ServiceNow) is a plus.
• Responding to alerts from the enterprise monitoring tools, automation and escalation from IT Service Desk.
• Work with cross-functional teams throughout IT to isolate and resolve unplanned outages.

Experience/ Knowledge:

• Strong working knowledge of ITIL Service Management is required.
• Be able to follow Change, Incident and Problem Management activities.
• Solid verbal and written communication with other technical teams and the business.
• Able to work well with Application support, DevOps, Digital Operations Center, Server Operations, Network Operations, Middleware and Database Support teams (on-shore & off-shore), being able to respond to user reported issues.
• Pro-actively identify any issues with application functionality, abnormalities in digital channel performance, server hardware and software to ensure stability and availability 24X7X365.
• Ensure enterprise standards and security are maintained and enforced on hardware and software.
• Quickly and effectively support incident response process, provide troubleshooting expertise using various monitoring tools during incidents, engage in problem management follow-up and implement improvements to prevent similar incidents.
• Experience with application performance tools, enterprise .com site and mobile channel monitoring, intermediate Systems Administration experience in Unix/Linux and Windows server environment required. Good understanding of virtual technology is also a must.
• Minimum 1-2 years of experience in an operational support role is essential. Strong knowledge of ITSM Service Management best practices and strong written and communication skills is a must.
• Ability to independently solve application performance and system problems, be self-directed and having attention to details. Ability to capture, organize, analyze information and concurrently work with various monitoring tools.
• Excellent knowledge of application performance measurement, distributed computing technologies in the UNIX/Linux and Windows space is must.
• Be able to analyze application, systems issues and assess impact.
• Ensure timely communication and escalation for unresolved issues. Be able to work well in a team environment.
• 1-3 years of experience in an operational support role is essential.
• Strong knowledge of ITSM Service Management best practices and strong written and communication skills is a must.
• Being able to correlate various issues, assess impact, multi-task and escalate unresolved issues in timely manner are required critical skills.
• Ability to work with IT Command Center and other Support teams to quickly resolve high impacting incidents. Reliable, punctual attendance is an essential function of this position.