Job Description :
Job Roles / Responsibilities:
Understand SLAs and Sense of Urgency
Sound knowledge of Unix, Scripting
On Call Support, Flexible to stretch beyond normal hours
Sound knowledge about monitoring tools - Dynatrace UEM, Synthetics, Tealeaf, HPSM, SiteScope, CDN tools
Triage Production Incidents and coordination of tickets
Stakeholder Communication for P1, P2
Issue Analysis and provide RCA
Resolve tickets which does not require code fix & Execute workarounds.
Catalog Publish activities
Coordinate with Business users, external users & 3rd parties for fixes
Recommendations for changes for fix and assign to L3 team
Periodically analyze Identify recurring issue and provide recommendations or fixes.
Create or Maintain SOPs and knowledge artifacts