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Job Description
Core Experience: Engineering degree with 10+ years of experience in Devops and application support
At Least 3-4 years of people management experience
Worked in at least one program as a transition/run manager
Prior hands-on experience in troubleshooting application and infrastructure issues in production
Good exposure to CI/CD, Docker, Kubernetes, AWS or any other cloud environment
Experience handling teams in 24x7 model in an onshore-offshore environment
Exposure to lTIL processes
Strong oral and written communication skills to effectively engage, persuade, influence and articulate technical issues and solutions to a variety of stakeholders
Exposure to ServiceNow
Experience in building and monitoring the support team
Manage the resources required to provide support to customers, including staffing, technology, and infrastructure
Experience in developing and implementing policies and procedures to ensure that the support team provides consistent and high-quality support to customers
Experience handling complex customer issues that cannot be resolved by support staff. They must have excellent problem-solving skills and be able to work collaboratively with other departments to resolve issues
Good communication skills as they must work closely with other departments
Key Competencies:
- Handle application issues in production and ensure closure
- Perform RCA and problem management
- Identify impact, prioritize, and troubleshoot technical issues
- Provide technical guidance and educate teams on CI/CD, Automation toolsets and processes
- Design, build and manage robust CI/CD processes for deployments
- Establish benchmarks and report on KPIs, metrics, for teams productivity and efficiency
- Experience in analysing repeated incidents and to provide permanent solutions
- Should be able to communicate directly with the Business users and resolve the issues
- Capacity to understand business requirements from a client’s point of view
- Capacity to work in a group domain, viably cooperating with others. Must be results-oriented with full ownership
- Strong fundamental knowledge in domain areas
- Strong communication skills
- Should be able to work in shifts and weekends
- Experience with Oracle Forms, JAVA, .Net, SharePoint and other bespoke solution support and development
