The Apps Support Sr Analyst is needed to expand the service offering to incorporate Services Reliability Engineering principles, blending traditional ITIL-based Production Management with Services Reliability Engineering to improve processes and work-flow for the area or function.
Requirements
- Knowledge of technologies like OSE, Kubernetes, APIGEE, Platform services, DataPower, Google cloud, AWS, CI/CD pipeline, ITIL and Service Management
- Experience or familiarity Cloud Technology is a plus.
- Solid ITIL Foundation understanding.
- Engineering Background in system admin, development, DevOps, or equivalent field, preferably with experience in Distributed Consumer applications.
- Experience/ familiarity with automation technologies, advanced analytics, and predictive modelling.
- Experience with databases i.e., Oracle, MSSQL, MongoDB, Teradata, DB2
- Experience in programming in one of the following languages UNIX shell scripting, Java/Python etc.
Responsibilities
- Provides expertise related to various Distributed Consumer Applications across multiple Lines of Business in North America.
- Works as a L2 expert to support the Problem management, Risk management and Change management , CI/CD enablement pipeline for SRE function identified.
- Has Overall accountability of non-production stability for his area/domain
- Partners with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and organizational Service Level Agreements.
- Partners with SRE enablement and works as SRE eventually to identify the key areas and provides the SRE recommendation from UAT to PERF and PROD for key business transactions supported.
- Identifies and leads the implementation of Service Automation to reduce cost, reduce risk, improve efficiency, and enable Service Management to keep up with the ever-increasing volume of with fast pace of newer technologies.
- Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
Other
- Primary point of contact LOB assigned domain.
- Ability to develop and manage relationships at all levels.
- Strong analytical skills, strong critical thinking skills and ability to logically break down tasks into smaller manageable parts.
- Effective communication skills and sense of ownership and drive
- Able to balance multiple tasks and projects effectively while adapting to new variables.
