Production Support Engineer - ITIL Frameworks

Skills Required : SQL : - Strong proficiency in SQL for querying, analyzing, and troubleshooting database-related issues. Unix : - Expertise in Unix/Linux operating systems, including shell scripting for automation and system administration tasks. Python : - Strong programming skills in Python for scripting, automation, and data manipulation tasks. Data Warehouse : - Solid understanding of Data Warehouse concepts, including data modeling, ETL (Extract, Transform, Load) processes, and data integration techniques. ETL Concepts : - Experience in designing, implementing, and troubleshooting ETL processes for data migration and transformation. Support Experience : - Minimum 3-4 years of working experience in production support roles, with a strong understanding of incident management, problem management, and ITIL processes. ITIL Process : - Proficiency in ITIL (Information Technology Infrastructure Library) processes, including Incident Management, Problem Management, Change Management, and Service Desk operations. Troubleshooting Skills : - Strong analytical and problem-solving skills to diagnose and resolve production issues promptly and effectively. Communication Skills : - Excellent written and verbal communication skills to interact with stakeholders, document procedures, and provide timely updates on support activities. Team Player : - Ability to work collaboratively with cross-functional teams, including developers, system administrators, and business users, to resolve issues and improve system reliability. Responsibilities : - Provide production support for critical business systems, including troubleshooting issues, analyzing root causes, and implementing solutions to minimize downtime. - Monitor system health, performance, and availability using monitoring tools and respond to alerts and incidents in accordance with SLAs (Service Level Agreements). - Perform routine maintenance tasks, including system checks, backups, and patches, to ensure system reliability and availability. - Collaborate with development teams to prioritize and implement bug fixes, enhancements, and configuration changes to production systems. - Participate in incident management activities, including incident triage, escalation, resolution, and post-incident analysis. - Document support procedures, troubleshooting steps, and known issues to facilitate knowledge sharing and improve support efficiency. - Conduct periodic reviews of production systems to identify areas for optimization, performance improvement, and risk mitigation. - Coordinate with vendors and external support teams to resolve issues and implement changes as needed. - Provide technical guidance and mentoring to junior support engineers and new team members. - Continuously update skills and knowledge in relevant technologies, tools, and methodologies to stay current with industry best practices. (ref:hirist.tech)

Location: Bangalore, IN

Posted Date: 4/24/2024