Specialist Support Engineer

Specialist Support Engineer

Societe Generale Global Solution Centre Private Limited
Not Specified
Not Specified

Job Description


Responsibilities
Work actively with team members to ensure production stability with proactive monitoring of the applications
. Vigilently address production incidents, perform initial high level investigation and escalate to relevant team.
. Ensure timely and accurate status reporting as per defined procedures.
. Good understanding of SLA/OLA to identify task priorities Incident, Request, Problem management as per defined guidelines
. Ensure right data quality of Symptom/ Root Cause/ Severity/ Priority of all tickets.
. Regular update of status and comments on tickets.
. Ensure responsible team is correctly assigned in agreement with stakeholders. Follow up and define Post Mortems and Remediation actions to improve production
. Follow up with the relevant teams to ensure PM is published.
. Act on all remediation actions assigned as per timelines defined. Maintain good collaboration with internal and external partners
. Awareness of all stake holders for the feature/application.
. Participate in governance meetings/ interactions with stakeholders to understand the concerns and share updates. Change management and smooth transition of services
. Aware of upcoming changes and related impacts.
. Consult with right contacts on the impacts. Ensure Knowledge base and training material are up to date (Jive, known error database etc.) and contribute towards knowledge sharing
. Make sure the documents are relevant and up-to-date, Ensure the documents are simple & can be clearly understandable
. Keep track of the changes made into the documents are well maintained & circulated with all team members Anticipate and propose action plans for continuous improvement on production to gain efficiency, stability, etc.
. Identify improvement areas on production processes.
. Identify automation used cases. Contribute to sustain and improve production support practices
. Adhere defined production support practices
. Participate in Production Leagues Trainings/Sessions Preparedness to be part of autonomous feature teams
. Develop knowledge on Agile model and CD practices.
. Align to feature teams wherever applicable.
. Be part of agile ceremonies.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents , regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

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