Ensure day-to-day quality of service of live applications to end-users by : Resolving incidents;Answering user requests;Monitoring production environments;
Developing a good understanding of the existing application (functional and technical);Ensure daily communication & transition with teams from other time zones.
Key Responsibilities : HelpdeskUnderstand the application landscape, develop expertise of the application / s and understand various interfaces involved;
Answer user requests and manage incidents , including target days;Define new practices / processes when needed;Write new procedures and ensure their collective ownership;
Contribute to checking’s & validation of production changes and application restart;Ensure daily communication & transition with other teams.
Incident ManagementManage incidents according to Service Delivery GITSDE / ITIL Standards, and in coordination with other teams, including production teams;
Re-instate services as soon as possible whenever an incident occurs.Service Level ManagementMonitor environments and KPIs;
Suggest changes andimprovements so as to continuously improve global level of service;Validate changes onto production.Problem ManagementIdentify recurring Issues and service Request and define action plans to reduce them.
What do I need to bring?General knowledge and capabilities in scripting languages and database support;Good Knowledge of SQL Server 2012 / 2014 or Higher;
English Fluency.What will be valued?Knowledge of Python Version 3 or Higher, Tableau or PowerPivot;Good knowledge / experience of Microsoft BI platform services (SSAS,SSIS,SSRS);
Experience of Windows / Unix Application Servers (OS : Windows Server 2008 / 2012 , Red Hat Linux (Santiago)).Knowledge of JIRA or ITIL / ServiceNow GENEOS.
Availability for schedules between 7 / 9 AM to 4 / 6 PM;Availability for a few weekends, holidays and on-call.What can Syone offer me?
Integration in an organization with profound and sustained growth and involvement in pioneering projects with innovative technological solutions;
Strong IT training plans;Professional evolution with intervention in ambitious technological projects, both national and internationally.