• Applications Monitoring Lead Jobs in Noida,India - 25131252

  • Kronos Solutions India Pvt Ltd

Job Description:

Description

The Technical Support Engineer/Representative provides day to day operations management for the Alert Response Team (Monitoring/Alert Service, Application technical Support) This role is an intensely operational and requires the incumbent to be conversant with the technologies like SQL, JBOSS, IIS, Windows and enterprise service/ticket management tools like Service Desk, ServiceNow, Manage Engine, Salesforce, BMC Remedy and other industry tools
24x7 monitoring of application availability, performance and initial triage of Product related incidents
Actively monitor the Hosted/Cloud Customer Application Infrastructure
Reactively resolve any incidents that occur and ensure these are responded to promptly, professionally and within agreed SLAs
Perform validations after scheduled changes within specified Maintenance Windows ensuring the functionalities are up and running as desired
Complete regular operational activities to maintain environments with minimal disruption and higher availability
Proactively Monitor Infrastructure and Application Components to improved customer experience
Core to this role is driving
Strict SLA compliance at all stages (first response/ Issue acknowledgement, updates, service restore, service repair, etc)
Process adherence across the team
Providing technical support to the team and ensure service delivery is in-line to contractual obligations and customer experience is always exceeded through effective collaboration
Continual application performance improvement
Primary Responsibilities
Providing technical support and ensuring that there is 24/7/365 environment monitoring for events/alerts so that the Kronos Cloud Hosted environments are running effectively at all times which includes continuous improvement of services delivered, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage
Develop, refine, and document monitoring policies, processes, procedures, SOP, KT documents, knowledge base articles and associated systems requirements and drive their implementation and use as per pure ITIL Framework and Kronos processes

Qualifications

6 to 9 years of experience in a leading Enterprise for environment involving a geographically distributed support model
Well-versed in SQL Server and/or Oracle database, JBOSS, IIS & Windows from support perspective
Experience on any monitoring tool like Splunk, AppManager, Netcool, Dynatrace, HPBSM & App Dynamics etc
Well verse knowledge of ITIL concepts
Experience including scripting, security, performance tuning and any automation tool
Microsoft operating systems experience on web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms
Infrastructure support (OS, Network) will be an added advantage apart from Production Application support Ability to identify and analyze Application, Infrastructure, Network quality and operational processes and then drive corrective / preventative action plans working with required stakeholders (internally/externally)
Strong working knowledge on ITIL (Incident / Problem / Change / Availability Management) and carry knowledge of managing true SaaS, Cloud, and Hosted Operations environment
Certifications in ITIL (IT Service Management), MCP, SQL Server preferred

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Profile Summary:

Employment Type : Full Time
Industry : Management Consulting / Strategy
Salary : Not Disclosed
Deadline : 17th May 2020

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