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    L1 Application Support Engineer - Bogotá, Colombia - Publicis Sapient

    Publicis Sapient
    Publicis Sapient Bogotá, Colombia

    hace 5 días

    Default job background
    De jornada completa
    Descripción

    Job Description

  • Provide first response to production issues/incidents/service requests
  • Gather required information of production issues/incidents/service requests
  • Categorization of incidents into severity 1 , 2, 3 etc. based on agreed criteria's and work with shift/team lead in case of any ambiguity
  • Perform system health checks
  • Log incident, service requests etc. in ticketing tool like Service Now, Jira service desk, remedy etc.
  • Communicate progress on incidents to all stakeholders
  • Monitor SLA and Ensure SLA/KPI (under control of L1 team like incident response time) are met and collect/update data of it in required tools
  • Participate in problem management, change management, knowledge management, event management etc.
  • Resolve incidents, service requests, user queries as per provided knowledge base
  • Follow the escalation process to escalate to L2 team or next level of support as per escalation metric if knowledge article to resolve the issue is not available
  • Perform all the monitoring activities as per support coverage required by the client like batch monitoring, interface connectivity and feed Monitoring etc. using monitoring tools like Nagios, Splunk, Amazon Cloud watch, Azure Monitor etc.
  • Keep all the support related data up to date in ticketing tools etc. for effective SLA/KPI tracking and reporting
  • Build up shift handover mail/report and perform shift handover activities as per agreed SOP(Standard operating procedures)
  • Contribute to support reusable assets and internal knowledge sharing sessions
  • Work to build-up skills for L2 support level

    • Qualifications

  • 1+ years of expereince in application/ production support experience
  • Good knowledge of TSQL, SQL Server, SQL Jobs - SQL, SSIS, SQL Agent Job monitoring.
  • Strong debugging skills; expereince debuging independently and do RCA.
  • Good knowledge of AWS
  • Good knowledge on ticket system like ServiceNow
  • Strong Communication and documentation skills
  • Advance English (C1 level)

    • Nice to have

  • Good knowledge of capital management domain, and prior experience in Everest (& Geneva) would be very helpful.
  • Knowledge of ETL and data warehouse concepts.
  • Knowledge of Airflow, Snowflake and DBT.
  • Basic understanding of .Net
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