Skill-Basic Java, REST-API,UNIX , Analytical & Problem solving skills

Tenure - 12 months

 Level-SE

Category-Ordinary

Performing daily monitoring, reporting and being part of shift roaster in accordance with SLA/OLA and procedures
Perform and define monitoring tasks as per production need.
Perform detailed investigation and escalate to relevant team with analysis.
Ensure timely and accurate status reporting as per procedures and production needs.
Good understanding of SLA/OLA to identify task priorities. Incident, Request, Problem management as per defined guidelines
Ensure all ITIL principles are followed for incident, request and Problem management.
Good knowledge of Impulse usage to track.
Ensure Problem management is done where ever required.
Track the Problem Management anomalies to closure.
Own the data quality of all tracking. Ensure business continuity/ Crisis Management/ Reseliency in line with business criticality
Drive Major incident management process to handle any crisis on production.
Effective communication and stakeholder management.
Good understanding of business criticality.
Impact analysis, task prioritization and assignments based on SLA/OLA. Follow up and define Post Mortems and Remediation actions to improve production
Drive PM calls with all stakeholders.
Ensure post actions are defined for every improvement area identified.
Track the post actions to closure with regular follow up and communication.
Review the chronology and complete the PM document with right root causes identified.
Ensure the PM is published and communicated to all stake holders. Ensure support coverage in accordance with service coverage agreed with periodic review
Define and secure the service coverage.
Manage the setup as per the budget/scope agreed with business.
Ensure service continuity with respect to change management. Maintain good collaboration with internal and external partners
Manage all stake holders for the feature/application.
Drive governance meetings/ interactions with stakeholders to understand the concerns and share updates.
Contribute towards knowledge sharing sessions with our partners.
Focus on client centric approach towards user community. Define and conduct user satisfaction survey and improvement action plan
Define and help implement, Plan-Do-Check-Act improvement action plans based on VoC (Voice of Customer)
Identify levers to improve quality, reduce cost and reduce MTTR Change management and smooth transition of services
Able to define & put in place steps to mitigate production impacts due to PROD changes
Collaborate with partners to understand the Market/Technical/Business events
Communicate stakeholders about potential impacts to production
Be part of GO/NO-GO decision and raise alerts appropriately
Augment/Extend production coverage setup based on assessment Ensure Knowledge base and training material are up to date (Jive, known error database etc.) and contribute towards knowledge sharing
Define the strategy for the knowledge Management process for the project/team needs
Make sure there is no risks involved while onboarding new activities related to knowledge gap or documentation.
Make sure the documents have been maintained in structured manner in centralized place which is accessible for every one
Contribute towards knowledge sharing initiatives - design and drive. Anticipate and propose action plans for continuous improvement on production to gain efficiency, stability, etc.
Implement improvements on processes.
Implement automations to gain efficiency.
Contribute towards innovation ideas to improve production quality and customer satisfaction. People management (Career Path/ Mentoring/ Performance management etc)
Understand well the skill set of each individual.
Manage the load in accordance with the team capex.
Provide leadership on operational activities and guide the team. Contribute to sustain and improve production support practices
Take measures to improve production practices
Be an active contributor towards Production League backlogs
Ensure defined process are cascaded across Teams and followed through with KPI Preparedness to be part of autonomous feature teams
Demonstrate proficiency of agile model & CD practices.
Focus on upskilling to learn new technologies/ processes.
Contribute towards feature team backlogs. ITIL process knowledge
Knowledge on ITIL processes on Request fulfilment, Incident management, Problem Management & Change/Release Management.
Good exposure on Monitoring tools & implementation
Good knowledge & Exposure on any of CD/CI technologies such as Jenkins, XLDeploy etc
Good knowledge & Exposure on Monitoring Tools Understanding of functional domain and business processes
Build expertise on business process chain.
Contribute towards knowledge repository.
Ability to train/coach the team. Analytical skills, Influential skills & out of box thinking
Strong analytical ability to investigate complex issues.
Influential skills to take quick decisions in agreement with all stakeholders. Knowledge on Agile model and CD practices
Proficiency on Agile practices.
Good problem solving and ownership on actions performed.

Require 2-4 years relevant experience on application support (L2 Support).

• Good knowledge in Incident ,request ,problem , change management and experience supporting production applications.
• Basic knowledge in  Unix, Java.
• Good knowledge in testing tools such as Postman.
• Good knowledge in Monitoring tools such as PUTTY , ELK stack etc.,
• Good knowledge in problem management and experience supporting production applications
• Basic knowledge of RDBMS . 
• Good to have experience in writing Sqls, stored procedures and functions.

"We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

At Socit Gnrale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether youre joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

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You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices and sharing their skills with charities. There are many ways to get involved.

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