• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 26th Aug 2022

Technical Support Engineer provides day to day operations management for the Alert Response Team (Monitoring/Alert Service, Application technical Support for a various product of Comviva in fintech, messaging & VAS domains). is role requires the incumbent to be conversant with the technologies like Oracle DB, SQL, JBOSS, IIS, Linux and enterprise service/ticket management tools like Service Desk, ServiceNow, Nagios,Grahpana and other industry tools.

Core to this role is driving: Strict SLA compliance at all stages (first response/ Issue acknowledgement, updates, service restore, service repair, etc.) Process adherence across the team Providing technical support to the team and ensure service delivery is in-line to contractual obligations and customer experience is always exceeded through effective collaboration.

Continual application performance improvement.24x7 monitoring of application availability, performance and initial triage of Product related incidents. Actively monitor the Hosted/Cloud Customer Application & Infrastructure on Vmware. Resolve any incidents that occur and ensure these are responded to promptly, professionally and within agreed SLAs.

Perform validations after scheduled changes within specified Maintenance Windows ensuring the functionalities are up and running as desired. Complete regular operational activities to maintain environments with minimal disruption and higher availability.-

Proactively Monitor Infrastructure and Application Components to improve customer experience.

Roles & Responsibilities :

Key competencies required: Principal Accountabilities:Providing technical support and ensuring that there is 24/7/365 environment monitoring for events/alerts so that the Vmware Cloud Hosted environments are running effectively at all times which includes continuous improvement of services delivered, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage. Develop, refine and document monitoring policies, processes, procedures, SOP, KT documents, knowledge base articles and associated systems requirements and drive their implementation and use as per pure ITIL Framework and Vmware processes.