Job Description

Position Summary:
Provides 2nd level technical support of products to post production customers by resolving technical issues with customers and meeting SLA requirements. Responsible for in-life operations management which includes, incident, change, service request and problem management.
Experience:
• 3+ years of work experience in software industry or related fields
• Has worked in a SLA driven production  support Environment ( Client facing providing L2 Support)

Technical/Soft Skills:
• Application  server  administration & troubleshooting

• Web server administration & troubleshooting

• Web & enterprise applications & related technologies

• Well versed in Oracle PL/SQL
• Familiar with Linux/Unix environments

• Troubleshooting via logs

• IT Service management
• Excellent communication skills (written & verbal)
• Ability to converse with foreign clients.
• Basic knowledge of Telecommunication environment and customer services (support) procedures

• Prior development exposure is an added bonus

• Exposure to ITILv3 Service Management practices is a bonus

 

Qualifications:
• Degree in Information Technology, Computer Science or Engineering.
• ITIL accreditation will be an advantage.

Role & Responsibilities:

 

• Ability to work in different business times and on-call 24hs / 7 days

• Shift work, Stand by support and working on weeknights/weekends/public holidays is required

• Ensure compliance with SLAs and OLAs

• Will be responsible for Service incident and support requests

•Maintain the multiple production environments

•Build and deploy releases across multiple environments

•Monitor multiple environments for alerts

•Application health checks and reporting

•Perform technical trouble shooting and consults with development teams to resolve issues

• Development of work arounds and automation

• Infrastructure change coordination and implementation

• Preventive maintenance / pre-emptive activities on live and test environments

• Direct customer interaction

•  System security audits

• System security threat aversion and risk mitigation

• Service level analysis and review

• Create automated scripts and services for Support tasks

How to Apply

VacanciesSrilanka@virtusa.com

Job Categories: Engineering. Job Types: Full-Time.

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