Job Description:

Provides technical support to the creation and delivery of software products, conducts or participates in technical research and collaboration with developers in the process, design, development, and usage of software development tools and systems. Responsibilities may include leading a team or project in area of expertise, planning, supporting, coordinating, integrating, troubleshooting, and administering systems used as part of the Software Development infrastructure to control and release components. This applies to the documentation, design, code, integration, test ware, testing activities, change control activities, release activities as well as the tracking and delivery of Software Products.

Type of Experience Needed:

Knowledge and experience in application support techniques with a minimum 3-years' experience of: The support would include, but are not limited to, providing deep level technical support for incidents/break-fix, Participating in DevOps Concepts & Agile methodology. Below is role description/responsibilities (not all inclusive):

Monitor and support of one or more applications
• Fulfill requests, Investigate and resolve application and infrastructure related incidents and problems
• Contribute and adhere to defined Request, Incident, Problem and Change Management processes and required SLAs.
• Perform application maintenance and management
• Work on Stories within Sprints
• Implement application releases and patches, update sets
• Participate in the On Call rotation for Severity 1 and 2 incident resolutions
Participate in shift rotations as needed
• Perform and Implement monitoring on the application and its infrastructure
• Work with product engineering teams to design and implement automation, tooling, and coding to continuously improve applications and systems reliability, scalability and performance
• Use software development discipline to optimize day to day work through scripting, automation, monitoring, alerting, testing and deployment
• Develop, test and debug automated tasks including apps, systems and infrastructure
• Build and drive adoption for greater self-healing and resiliency patterns
• Work with product engineering teams throughout the software life cycle ensuring sustainable software releases
• Act as escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs).
• Utilize a deep understanding of service topology and their dependencies required to troubleshoot issues, define mitigations and facilitate blameless post evaluations
• Maintain and adhere to operational documentation of standard processes and best practices
• Maintain application specific support documentation

Education and Experience Required:

*3 years of IT experience in a complex application support environment
*Nice to have experience and/or working knowledge of Informatica, MS SQL, SAP BO 4.0/4.2, QlikView, Tidal, Oracle, Vertica, Hadoop, Windows, FileShare, IIS, JavaScript, XML, HTML, SOAP, REST and Integration, Linux
•   Knowledge of AWS and DevOps tools: Jenkins, GitHub, JIRA
•   Scripting Knowledge (PERL, Python, JAVA, PowerShell, Unix) is advantageous
•   Good troubleshooting, Log review and debug Skills
•   Enthusiastic and collaborative
•   Aptitude for learning and applying technical subject matter
•   Ability to absorb and retain information quickly
•   Excellent English communication skills - written and spoken
•   DevOps mindset which strives to use software engineering to build and run better production systems
•   Proficient knowledge of infrastructure components such as cloud services and containerization technologies
•   Methodical approach and strong troubleshooting and complex problem solving skills to resolve application issues
•   Established record working in fast paced changing environment, large scale applications across the stack
•   Professional curiosity and a desire to develop deep understanding of services and technologies
•   Proactive, self-motivated, customer-focused, organized, multi-tasker, and a good communicator
•   Aptitude to be a good team player and the willingness to learn and implement new technologies as needed

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