Production support profile with Unix and Oracle experience

Job description

Responsibilities

Key responsibilities and accountabilities

1. Quality service and support :
- Ensure a high availability to support and advice our users.
- Management of production issues and requests.
- Acknowledgment of the incoming cases, ensure the right qualification, prioritization and resolution reactivity.
- Ensure support coverage for users in accordance with APS service coverage agreed on the perimeter.
- Analyze and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users.
- Ensure an accurate and complete tracking of the activity.
- Use and promote ITEC and PRD tools, processes and standards (Self service, EZ Post Mortem, etc...).
- Perform daily checks and apply recovery and troubleshooting procedures strictly.
- Ensure an accurate and clear communication to users and partners.

2. Coordination and communication :
- Escalate issues and other topics to the right team when needed.
- Maintain a good collaboration with worldwide PRD teams and partners (DEV, GTS).
- Update and Share production information with the other team members (especially during follow-up meeting like white board, PRD/DEV/GTS…).
- Ensure a good follow-up and understanding of the new features and functionalities.

All our positions are open to people with disabilities

Profile Required

Job purpose
The Production analyst has strong analytical skills and good ability to summarize and convey the key messages.
Autonomous and rigorous in managing usual incident and requests and performing daily monitoring and reporting in accordance with SLA and procedures.
With good skills in SQL, UNIX and basic understanding of GBIS products and business processes.

Key responsibilities and accountabilities

1. Quality service and support :
- Ensure a high availability to support and advice our users.
- Management of production issues and requests.
- Acknowledgment of the incoming cases, ensure the right qualification, prioritization and resolution reactivity.
- Ensure support coverage for users in accordance with APS service coverage agreed on the perimeter.
- Analyze and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users.
- Ensure an accurate and complete tracking of the activity.
- Use and promote ITEC and PRD tools, processes and standards (Self service, EZ Post Mortem, etc...).
- Perform daily checks and apply recovery and troubleshooting procedures strictly.
- Ensure an accurate and clear communication to users and partners.

Business Insight

Job purpose
The Production analyst has strong analytical skills and good ability to summarize and convey the key messages.

Autonomous and rigorous in managing usual incident and requests and performing daily monitoring and reporting in accordance with SLA and procedures.
With good skills in SQL, UNIX and basic understanding of GBIS products and business processes.

Job code: 19000JH1
Business unit: SG Global Solution Centre
Starting date: Immediate
Date of publication: 09/09/2019

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Production support profile with Unix and Oracle experience

Permanent contract | Bangalore - India | Information Technology

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