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    Systems Lead - Bogotá, Colombia - Publicis Sapient

    Publicis Sapient
    Publicis Sapient Bogotá, Colombia

    Encontrado en: Talent CO C2 - hace 6 días

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    De jornada completa
    Descripción

    Job Description

  • Resolve business /functional issues which could be resolved by L1 team
  • Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
  • Perform Ad-hoc support tasks and prepare reports for business
  • Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team
  • Resolve the incidents/issues as per agreed SLA
  • Address the service requests as per agreed SLA
  • Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
  • Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
  • Perform the shift handover activities as per agreed SOPs
  • Participate in problem management, change management, knowledge management, even management etc.
  • Update knowledge base with new learnings, changes in resolution steps etc. in timely manner
  • Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools
  • Help shift/team lead to prepare to various operational reports required by internal and external stakeholders
  • Contribute to support reusable assets and internal knowledge sharing sessions
  • Work to build-up skills for L3 support level
  • Work on POC of different solutions, tools etc. POC
  • Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.
  • Work on automation of manual activities if possible and share the details of automation opportunities with L3 team

    • Qualifications

  • 3+ yrs of experience 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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    Systems Lead

    Encontrado en: Talent CO C2 - hace 6 días

    Publicis Sapient Bogotá, Colombia De jornada completa

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