Role:Tandem/Base24 Production Support
Location :Remote
Tools Used:
• Remedy – Ticketing Tool
• Splunk and Dynatrace for Monitoring
Skills:
• Incident Resolution – Ability to troubleshoot job failures and fix issue within SLA. Review and resolve the Incidents arising from
o Operation Command Center Alerts
o Alerts from Enterprise Monitoring Operations (EM Operations).
o OMNIBUS and Splunk Alerts
• Change Implementation – Deploying the application related artifacts to the production environments in the slotted approved release window
• Reporting the issues with the deployments and coordinating with the Development Teams to fix any deployment issues
• Work Orders – Resolve Work orders in form of Business/functional queries, adhoc testing, verification and validation etc, from Regional product team and customer support teams.
• Traffic Routing – perform traffic routing in support of infrastructure maintenance
• Perform Root Cause Analysis in detail for High severity Incidents – and take action on fixing the underlying cause of the high severity issues. Take necessary preventive actions also.
• Supporting the UAT testing by the Product team and Regional customer support team.
• Configuring application/artifacts and supporting the new customer onboarding to the platform
• Testing the newly on boarded customer’s file processing and reports delivery
• Raise new change tickets and arrange for approvals, including CAB approvals
• Review and approve change tickets.
• Creating Confluence pages for newly analyzed Work Orders / new type of Incidents with resolution steps
• Work with customers on ad-hoc queries
• Work with Development / Testing team for defect analysis (with Production simulated data)
• Build automation scripts that reduce the number of Incidents and/or improves processes followed
• Support customer to fill in the Post Incident Report (PIR) when any high impacting Incidents affecting customers occurred.
• Participate / Initiate in War Room calls that impacts application availability or has a customer impact
• Weekend Oncall may be expected on rotation basis
