Performs impact analysis and drive root remediation across application and infrastructure tiers by facilitating real-time and offline triages. Engage vendors as required.
Provides technical oversight and execute on infrastructure upgrade activities.
Creates well-written and understandable technical documentation.
Maintains good working relationships with stakeholders and business teams as well as Incident/Problem managers, other technical support and development teams
Delivers appropriate metrics for reporting on key performance and working with the performance and reliability team to drive continual service improvement.
Works with the relevant development and application reliability teams to ensure proper root cause analysis is performed, workarounds and known errors are documented, seek improvements to ensure that lessons are learnt from incidents to prevent a future reoccurrence.
Other duties as assigned.
Bachelor’s Degree: in Computer Science/Software Engineering or equivalent field.
or equivalent work experience
5-9 years Experience supporting web-based applications by applying relevant technology architectures.
Skills & Abilities –
Knowledge of end-to-end systems development life cycles (i.e., waterfall, iterative and other modern approaches to software development)
Solid understanding of network and internet technology concepts, including web server technologies, database technologies, Microsoft environments and Data center operations.
Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
Demonstrated ability to communicate effectively with both technical and non-technical individuals
Ability to collaborate and perform in a dynamic and continuous-improvement seeking environment
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent problem-solving, team, and time management skills
Resourceful and proactive in gathering information and sharing ideas
Hands-on experience with problem diagnosis and creative problem solving skills
Ability to work and thrive in a fast-paced environment, learn rapidly and master diverse technologies and techniques
Ability to independently manage multiple tasks and client commitments concurrently
Strong attention to detail
Self-motivated and highly professional with ability to lead and take ownership and responsibility
Ability to engage in technical conversations with various tec