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Reference Number:
QW220-220
Job Description:
Our client is a multinational computer technology corporation that develops, manufactures, licenses, and supports a wide range of software products for computing devices.
Job responsibilities:
Provide incident manage for applications.
Meet the defined incident and communication SLA.
Provide first response and first resolution leveraging TSGs.
Provide resolution or escalation in timely manner.
Provide cycle time of incident to meet SLA.
Report weekly and monthly metrics.
Operational activities tracking time, logging and documentation.
Provide 24x7 on-call service for application support.
Point of escalation support for application in production and pre-production environments.
Execute system and service administration tasks in co-ordination with system engineers/teams.
Responsible to provide defined availability and supportability following SLA of the team.
Create and maintain task execution process documentation with prioritization.
Maintain compliance with system patches and service packs along with documented configuration changes.
Ensure all systems are monitored for the supported application and report compliance to SLA.
Ensure ticket closure meets and exceeds the SLA.
Plan, execute and deliver service engineering tasks include changes, releases and deployments successfully within planned windows reducing production impact.
Publish capacity utilization levels on monthly basis and attach action plan to mitigate risk.
Provide release engagement assistance for new application/service on-boarding with operational requirements document and deliver to project team.
Provide risk assessments to application releases throughout the release cycle.
Communication excellence through timely outage notification compliance, updates and resolution notifications.
Log and track all service related activities.
Compliance to effort tracking for all service activities.
Review and update operational support guides, knowledge base articles and keep them current.
Provide trainings to service desk and incident management teams
100% compliance to mandatory security trainings and security patch deployments.
Provide root cause analysis and improvement plans for application scalability.
Maintain and produce documentation for all changes, configurations and releases to applications.
Comply with GFS standard operations practices and management direction on business deliverables.
Provide incident management support for the defined SLAs.
100% compliance in providing all key services listed above and log the effort
Report weekly/monthly metrics for all the delivered services to demonstrate compliance.
100% ownership for serviceability, supportability, availability and maintenance activities and produce metrics to demonstrate compliance in alignment with defined SLA for applications.
Publish metrics in presentable scorecard or matrix for service reviews.
Experience Level:
Unspecified
Requirements:
Tools/Technologies/Skills:
3-4 years of production support experience in managing enterprise applications : (Required)
Strong experience in SQL Administration including performance tuning, TSQL, Troubleshooting and data analysis, installations and restoration and recovery strategies. DW experience preferred : (Required)
Ability to analyze live-site issues quickly and possess a thorough understanding of client/server architectures and high-availability clustered environments: (Required)
Strong knowledge in Windows Server, Active Directory, IIS, SQL, Clustering, and Load Balancing : (Required). (Exchange, Virtual Machines, MOM/SCOM preferred)
Experience in MS CRM technologies : (Required)
Experience in MS Dynamics AX : (Desired)
Experience with HTML , CSS, ASP, ASP.NET, VBScript : (Desired)
Exposure to MOF/ITIL processes : (Desired)
QUANTRONIX INC.
Quantronix is a global provider of Staff Augmentation, Executive Recruiting, Business Consulting, Software & Product Development, and IT-enabled Services. Founded in 1982 as a US-based consulting company, Quantronix has grown to have a truly global footprint.
The Professional Services Division is one of our oldest and strongest divisions specializing in providing IT professionals for contract, contract-to-hire, and full-time positions. Our growing talent base of employees ranges from business experts to technology gurus.
Quantronix clients span the breadth from Fortune 500 companies to start-ups on the "bleeding edge" of technology. We have special expertise in Financial Services, Banking & Insurance (FSBI), Manufacturing, CPG & Hi-Tech, Hospitality, Travel & Logistics and eLearning & Publishing as industry verticals.
We invite you to search our jobs database for exciting career opportunities available with our many clients.
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