| Duties & Responsibilites : | Local Candidate Only
Monitor and resolve incidents related to infrastructure systems and applications (hardware and software).
MAJOR ACTIVITIES:
· Initiate corrective action to resolve system and infrastructure application errors (ms exchange, weblogic, mq).
· Log and document production problems; identify recurring problems and recommend preventative measures.
· Answer calls from application support groups or system engineers; identify problems, resolve or escalate as appropriate.
· Interact with systems programming, server, database and network support staff to maintain a responsive and available infrastructure for the applications.
KNOWLEDGE/SKILL REQUIREMENTS:
Subject Matter Expertise:
· Technical Troubleshooting--Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems.
REQUIRED SKILLS:
Oracle,WebLogic
Extensive Work Experience:
· Customer Service Management--Knowledge of tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.
· Problem Solving--Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
· Managing Multiple Priorities--Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation.
· Hardware Infrastructure--Familiarity with hardware technology and the global, regional and local hardware architecture.
· Systems Software Infrastructure--Knowledge of the existing and planned software technology and the global, regional and local software architecture and infrastructure components.
· Core Application Systems--Knowledge of major production application systems used for delivery of services to internal and external clients.
Work Experience:
· Written Communications--Ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation.
· Systems Software Infrastructure--Knowledge of the existing and planned software technology and the global, regional and local software architecture and infrastructure components.
· Decision Making and Critical Thinking--Knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks and perspectives when solving problems.
CONTACTS:
· Peers, internal service providers, middle management, and vendors.
COMPLEXITIES/CHALLENGES:
· Analyzing and investigating potential problems as described on incident management tickets to determine root cause, take the necessary action or escalate when necessary.
· Analyzing and ensuring information on request for change tickets are clear prior to execution, closing the ticket with details of actions upon completion.
· Receiving critical alerts, which could be generic and caused by several factors; this requires in-depth analysis to determine the root cause in order to resolve the problems.
· Troubleshooting technical problems in the absence to documented procedures.
· Assessing the impact of errors/problems based on timing and situation to determine the most appropriate decision and course of action.
· Monitoring drives to ensure it does not reach a critical level and create outages, and determining whether or not to escalate.
· Mistakes and oversight may result in financial loss, customer dissatisfaction and additional strain on resources.
PHYSICAL DEMANDS/WORKING CONDITIONS:
· Long periods of sitting and looking at computer terminal/console, shift work.
ATTRIBUTES:
· Accountability
· Teamwork Partnering
· Building Trust
· Initiative
· Forward strategic thinking
· Communication
· Confident
INTERVIEW PROCESS:
In Person |
