Production Services - Change and Incident Management

Job Description:
This role provides support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies.

• Serve as hands on Subject Matter Expert and supports issue resolution (Priority 1, 2 & 3) and change implementations.
• Ensures systems and applications meet/exceed performance, fault tolerance and availability metrics.
• Assesses and suggests process improvements, enhancements and performance improvements.
• Ensures Shift coverage and availability for on call/off-hour
• Supports changes and proactive monitoring.
• Maintains documentation of issues and knowledge of production applications infrastructure.
• Application Release and Deployment Support.
• Facilitates Incident Management - creates incident tickets, work with other teams to troubleshoot and resolve incidents

Primary Skill
Java
Secondary Skill
Splunk
Required Skills

• Knowledge of Java / J2EE and Middleware API technologies (SOAP/REST)
• Understanding of Webservers (Examples: JBOSS, TOMCAT, IBM WebSphere)
• Understanding of SQL/RDBMS principles using any DB (examples: Oracle/DB2)
• Understanding networking and load balancing principles
• Sound working knowledge of Ms-Office
• Effective Communication - Clear, Concise & Ability to articulate
• Problem/Solution to audiences of varying technical/business backgrounds
• Should be able to lead conference calls with technical and business users
• Problem/Solution to audiences of varying technical/business backgrounds
• • Good documentation skills - Required to close tickets and/or send updates/reports to various stakeholders

Desired Skills

• B.S / B.A. / MS / MA
• Java frameworks - Spring, Hibernate, Ibatis, SpringBoot
• UNIX Scripting
• IBM MQ Messaging • Application Performance Monitoring tools (Splunk, AppDynamics, Dynatrace)

Shift:
1st shift (United States of America)
Hours Per Week:
40
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