Job Description :
Role & Responsibilities:
Serve as a Level 3 technical escalation resource for Ops support staff
Use software support tools to identify, diagnose, and resolve issues
Research and resolve technically complex and/or escalated tickets in line with service level commitments and processing deadlines
Perform client impact analysis and document root cause analysis findings in follow up to critical production incidents
Track handling of support incidents through ticketing system, to include detailed resolution notes to support a knowledgebase repository
Support Incident Management practices, following established ticketing, escalation, and notification procedures
Support code deployments & configuration changes to production and non-production systems, following established Change Management practices
Assist with Ops Support coverage by participating in on-call rotation
Required Skills, Knowledge and Abilities
Relevant IT experience of 3-5 years working in a corporate, technical role
Strong knowledge of IT Infrastructure, Software Development and Quality Assurance concepts and tools
In-depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution
Having worked in a support capacity would be an advantage
The ability to learn quickly and apply new knowledge effectively
The ability to multi-task, prioritize, and adapt quickly based on the needs of the department and the organization
The ability to work both independently and as part of a team
Customer focused and highly cognizant of meeting service level agreements (SLAs)
Good verbal and written communication skills
Professional and positive attitude
Must Have Technical Qualifications:
Working knowledge on API Connect
Unix skills with Kornshell, vi Editor, PERL, Java jar files, and various OS commands
Experience in Security (MQ, UNIX, Windows using certificates and other methods)
Experience with RedHat Linux is a plus (require admin skills, unix commands, etc•