Technical Service Owner

You´ll be in charge of the following responsibilities:

 

• Acting as Subject Metter Expert in Project/Domain
• Collaboration & Front-Ending with Business Teams
• Daily Incident Management and production issues prioritization and resolution, problem management with root cause identification, performance analysis, service availability (ITIL processes);
• Act as an escalation point for L2 Support and Customer/other departments to expedite problem resolution;
• Work closely with Development, QA, Release Management, and other departments in order to resolve high complexity issues
• Produce and maintain documentation (knowledge documents, root cause analysis, incident reports, various other reports);
• Monitor the status of the service/applications and ensure early detection of production malfunctioning using monitoring tools;
• Ensure proper assistance during production instability (organize and guide war rooms, drive investigations, engagement of other needed structures, escalations);
• Active participation in P0 and P1 Incidents and Lessons Learnt;
• Proactively propose solutions to improve the service KPIs;
• Understand the complex technological multilayer architecture landscape and support to identify weak points.

What you bring?

 

• Degree in Information Technology or equivalent.
• Must have well-developed troubleshooting skills and preferably a support background.
•  Ability to assess details, documentation, logs, test/replicate the issue and work with incomplete or ambiguous data to fix issues.
•  Familiarity with IT applications, understanding performance problems, diagnosis, and resolution of issues;
•  Knowledge of Oracle Database, PL/SQL, Weblogic, operating systems.
•  Understanding of PHP, Java, Apache Tomcat, ETL.
•  ITIL Foundation
•  Experience in working and providing support in 24x7 environments.
•  Good verbal and written English skills.
  
  
  #Li-Hybrid