Extensive experience in troubleshooting the issues including analyzing the log files
Excellent knowledge of database (PL/SQL, Oracle, DB2)
Excellent Knowledge of Tomcat, Apaches, WAS, and IIS
Extensive experience on Linux systems, JSON, BOT Support
Resolve incidents or failures in Dynatrace / Java applications.
Application and infrastructure proactive event monitoring using Client monitoring tool (level 3 service)
Minimum 4 years of experience in remote infrastructure management
Should have working knowledge on Dynatrace applications.
Experience on monitoring tools like Dynatrace, BIG Panda,OEM
An inherent ability to solve problems and provide solutions.
Standard operating procedure (SOP) based troubleshooting, processing and resolution of incidents (level 3 service)
Responsible for SLA compliance and guide Jr members.
Additional warm handover using phone calls for P1 and P2 incidents
Transition and knowledge transfer for the above activities
Should have working experience on Performance Monitoring / Data transfer Management
Contribute and support to Incident RCA s
Exposure to Incident Management activities like Communicate status, Interact with the technical teams , Engagement of Third Parties , Briefing the relevant parties and making sure the incident is fixed
Escalation of unresolved incidents and requests to client groups as provided in SOPs using Client ITSM ticketing system
Communicate effectively (verbal and written) and clearly within the team and with all the stakeholders
Basic knowledge on ITIL process and Prefer to have ITIL Certified
Strong leadership skills like Managing Jr Team members and also able to represent CGI in client meetings and calls
Minimum 2-3 years of Customer facing experience
Good understanding of the incident, problem & change management process
Broad understanding of technologies
Awareness of SLAs, KPIs and KRAs
Drive support teams during incident triage; troubleshooting and recovery steps.
Knowledge of end to end ITIL change management practice.
