Systems Lead - Bogotá, Colombia - Publicis Sapient

    Publicis Sapient
    Publicis Sapient Bogotá, Colombia

    hace 1 semana

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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
    Additional Information

    Schedule: Monday to Friday 9 AM - 6 PM

    What you'll get

    • 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