Job Description:
Job Description
Mandatory Technical Skills Required
1. ITIL (Incident and Problem management, service management concepts)
2. PL/SQL
3. Unix
4. Jenkin/Ansible CICD
5. Geneos
6. App Dynamics(good to have)
1.1.1 Responsibilities
Client Services
• Own the relationship with the business for the request
• Acknowledge and respond to users/business promptly
• Handle and resolve customer complaints
• Collect and validate information from business that are necessary for further investigation
• Clarify business impact on incidents
• Keep users/business up to date on the status of the queries/issues reported
• Inform users/business on any events or activities
• Ensure completion of user/business verification posted service recovery
• Maintain key business relationships with users to allow quick assessment of requests and incidents.
Assessment and Prioritization
• Correctly & efficiently categorise and prioritize all incidents and service requests, using standardized processes raised
• Ensure that requests and incidents impacting critical business lines are assessed and escalated quickly to ensure minimal disruption and impact.
Escalation and Communication
• Ensure relevant stakeholders are informed of known escalations where appropriate
• Issue INS / flash report
• Keep stakeholder up to date on the status of the issues
• Communicate to other stakeholders or other service owners to prevent same issue from happening to other services
Resolving and Recovering
• Look up knowledge database for the procedures to handle the incidents and answer service requests
• Provide solutions to users/business through the resolution of Incidents and Problems.
• Execute the procedures with necessary approval is understood and collected
• Contact dev team for resolution
• Coordinate with incident management team to involve to facilitate the service recovery
• Work closely with SME and dev team where applicable on resolving technical requests and incidents, as well as understand where the business and technical solutions are being development and delivered.
Incident Ownership
• Incident Manage and coordinate all raised incidents and service requests that have been escalated to other teams with the authority to ensure SLA’s and procedures are adhered to and appropriate tracking & root cause information is updated/recorded prior to closure.
• Collect the root cause and track for completion of corresponding problem ticket.
Logging and Recording
• Correctly & efficiently record and process all incidents and service requests in line with processes and procedures
• Responsible for updating the Knowledge Management database with all relevant information relating to tickets resolved within the L1
• Ensure accuracy of the recording and metric
• Produce MI as required and analyse, as to identify any risks and/or achievement
Monitoring and Alerting
• Use monitoring tools to manage applications and respond to technical alerts raised.
• Closely monitor repeat incidents to ensure that problem management is alerted and knowledge management is kept up to date.
Others
• Participate in DR tests
• Participate in service transition and ensure knowledge transfer happened, with documentation well in place, and have sight of “License to Implement”
• Contribute ideas on more efficient business-IT operations, tu
ideas into actions / plans• Help team to enhance CICD pipeline.
• Help with Admin activities as part of ITSO responsibilities
Purview is a leading Digital Cloud & Data Engineering company headquartered in Edinburgh, United Kingdom having a presence in 14 countries India (Hyderabad, Bangalore, Chennai and Pune), Poland, Germany, Finland, Netherlands, Ireland, USA, UAE, Oman, Singapore, Hong Kong, Malaysia and Australia.
We have a strong presence in UK, Europe and APEC, providing services to Captive Clients (HSBC, NatWest, Northern Trust, IDFC First Bank, Nordia Bank etc) in fully managed solutions and co-managed capacity models. Also, we support various top IT tier 1 organisations (Capgemini, Deloitte, Wipro, Virtusa, L&T, CoForge, TechM and more) to deliver solutions and workforce/resources.
Company Info:
3rd Floor, Sonthalia Mind Space
Near Westin Hotel, Gafoor Nagar
Hitechcity, Hyderabad
Phone: +91 40 48549120 / +91 8790177967
Gyleview House, 3 Redheughs Rigg,
South Gyle, Edinburgh, EH12 9DQ.
Phone: +44 7590230910