CTIM Platform Operations SRE

Job Description

Application Support & Monitoring:
• Monitor infrastructure, servers, middleware, databases, and batch jobs.
• Aggressively respond to service requests from business partners facing support teams, Operations, Risk/control partners, etc.
• Troubleshoot environment, data control and operational issues.
• Create and Maintain documentation to ensure knowledge accessibility.
• Automate and streamline process using scripts and scheduling tools.
• Liaise with other application support teams and internal/external business and technical partners.
• Provide ad hoc and on-demand reports.
• Perform timely escalation of critical issues and proactively identify patterns of recurring issues to improve production.
• Lead problem resolution and conduct root cause analysis and establish processes that will help incident prevention.
• Participates in the Incident and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting.
• Ensures that all production changes are processed according to Change Management policies and procedures.
• Ensures that appropriate levels of Quality Assurance have been met for all new and existing products.
• Support Sustained Resiliency, Disaster Recovery, and High Availability events.
• Help Level2 operation team with setting up monitoring and bridging the gaps in current monitoring setup.
• Play key part in setting up reporting and be a key component in Monitor -> Report -> Improve principle
Incident Management:
• Coordinate incident management coverage, to ensure appropriate coverage.
• Call facilitation, coordination and communications during critical outage situations.
• Call documentation, queue management, ticket analysis and interface to impacting lines of business for incident impact analysis via the Production Assurance process.
• End to end view of issues for objectivity.
• Influence senior technology leads across organizations to ensure timely resolution of incidents
Problem Management:
• Participate and ensure RCA (root cause analysis) activities on client impacting incidents are executed and action items are assigned / completed.
• Provide expertise and support during critical incidents, interfacing with all impacted groups to better manage the message.
• Chronic issue coordination and leadership.
• Guidance to all staff involved and vendors in driving a coordinated approach for results.
Hygiene and Capacity Maintenance:
• Work aggressively to make sure all servers are up to company standards as per uptimes, patch level etc.
• Work on Capacity planning for applications, estimating and analyzing growth rates of vital infrastructure components and adding capacity pro-actively as and when required.
Qualifications
• Minimum 10 years of relevant Information Technology experience.
• Should be able to provide 24/7 on-call support.
• Proven experience in incident/problem management with a good understanding of any of the tools used for this purpose.
• Understanding of SRE concepts and a proven experience working on automation or application development using any programing language.
• Solid technical skills including knowledge of client server technology, networking basics, database technology, end to end understanding of 3-tier application architecture (frontend application server database).
• Good understanding of both UNIX and Windows operating systems
• Good understanding of web hosting technologies like apache / tomcat or other equivalent web/app servers.
• Good understanding of Big Data & cloud concepts.
• Good understanding of database technologies like ORACLE and SQL.
• Good understanding of monitoring tools is an added advantage.
• Excellent communication skills, both verbal and written, with the ability to lead/manage large conference calls.
• Comfortable providing clear problem descriptions and guidance to business users in a time critical environment.
• Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process.
• Excellent influence, negotiation and presentation skills.
• Experience in working with cross line of business teams, Outside Service Providers and Partner Organizations.
• Outstanding interpersonal skills and ability to establish strong relationships with all levels of management.
• Solid understanding of the major functionality bundled into a release, both from a technology and business point of view.
• Strong knowledge of relevant applications and development life cycles.
• Experience working with geographically distributed and culturally diverse work-groups.
• Strong desire to learn new technology.
• Ability to work independently as a self-starter, and within a team environment.
• Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously. The ability to work on-call nights/weekends as needed.
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Keyskills :
bias for actionroot cause analysisbig dataroot causeweb hostingdata controlclient serveroperation teamimpact analysistechnical skills