Skills = RMS Functional & Technical Oracle Technologies RIB Functional & Technical Oracle Technologies Oracle DB - proficient PLSQL - proficient UNIX - proficient Kafka - operational

JD - Investigate and diagnose technology issues reported via operational monitoring or via a service/helpdesk.
Have knowledge of end-to-end processes to determine the impact & potential fixes for any issue
Identify wide impact issues and involve relevant teams to resolve within SLA
Collaborate with colleagues within the team, cross-functional teams, vendors, and infrastructure to resolve/escalate incidents/problems
Identify patterns, co-relate incidents and raise problems records/defects.
Simulate issues in PPE / lab environment where applicable. Investigate logs to identify tactical fixes, automate the same, and recommend root cause fixes.
Verify & validate defect fixes delivered by engineering team be it internal or vendor before it is deployed in production.
Provide input to product team supportability considerations of new features being developed
Identify, recommend and implement process & service improvements.
Continuously strengthen operational monitoring to reduce dependency of on-call based process for incident detection.
Retain ownership of issues and keep stakeholders informed of the progress
Generate and discuss daily, weekly, periodic reports relevant to calls and tickets volume
Monitor IM queues and assign relevant skills to support teams and ensure ticket volumes are evenly distributed
Perform audit checks on incidents and provides feedback to team members to ensure procedures are followed and quality is improved Possess detailed knowledge of relevant SLAs and their implications for support
Have good knowledge of application design, platform design, and changes being done in application code. Has in depth understanding of configuration parameters that control application behaviour.
Publish knowledge base articles for any new issues identified
Keep up to date with technology and use this knowledge to improve resolution times
Identify the need for training and able to coach peers and team members on latest changes in application.