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- 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
- 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)
- 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
- Access to Prepaid Medical Plan
- Employee engagement activities and events
- Hybrid Work Environment
- Flexible Schedules
- Technical training, soft skills development, technical certifications, access to online libraries and e-learning platforms
- Wellness Program
- Career progression plans - Career path program
Systems Lead - Bogotá, Colombia - Publicis Sapient
Descripción
Job DescriptionNice to have
Schedule: Monday to Friday 9 AM - 6 PM
What you'll get