Service Management Incident
hace 1 mes
The Service Management Incident is responsible for managing the process of recovering Technology delivered services from a disrupted state as quickly as possible. The process utilizes industry standard techniques for engaging support teams, identification of restoration actions, incident prioritization, communication and escalation.
- Providing full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities.
- To provide workarounds/resolutions with Active participation in crisis calls.
- Technical expertise in finding root cause of major system problems - inputs based on business/operations requirements.
- Participate and contribute in implementing automations/new production support concepts in the team.
- Ensuring use of best practices are followed by complying with Group Compliance Policy.
- Creating batch plans and supporting weekend releases, raising production change orders, support of the various testing activities related to the new implementations.
- Be part of Reviewing, designing and re-engineering processes with new technologies to improve performance
**Experience**:
- Systematic problem-solving approach.
- Work Experience of 5 years with L0/L1 production support
- Strong verbal English communication.
- Work during Americas shift on a follow of the sun (FTS) model, weekends (ROTA - based) and occasionally to be on after office hour on-call for supporting high and critical incidents.
- Good understanding of Unix command line and Shell scripting (ksh, sh, awk etc).
- Knowledge on SQL and Stored Procedures, preferentially in Oracle database PLSQL
- Good troubleshooting/debugging C++ and Java code, SQL and Stored Procedures.
- Knowledge on Service Now or GSD to follow the business requests and Incidents &Change Orders.
- ITIL concepts understanding.
- High sense of responsibility, Leadership attitude, and ability to make wise decisions under stressful situations.
**Specific Technical Knowledge**:
- Monitoring Tool - Splunk, APPDynamics,
- ITIL Tool - Service Now, Jira, Confluence, Remedy, SalesForce
- Data Bases - Oracle & SQL
- Application Servers - WebSphere, Tomcat, Weblogic
- Jobs Tools - Control M, Autosys
- Microservices - Kubernetes (Basic understanding)
- Scripting languages - Shell, Phyton
- UNIX & LINUX
Sueldo:
$59,000 MXN - $65,000 MXN Mensual
Categoría:
Tecnologías de la Información - Sistemas
Subcategoría:
Administrador de sistemas
Localidad:
México-Ciudad de México-Azcapotzalco
Sector:
Servicios
Giro:
Servicios de Outsourcing, Head Hunter y Consultoría en R.H. (Servicios)
Tipo de contratación:
Tiempo completo - Permanente
Número de oferta:
17648253
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