Digital Incident Management:
- Ensure flawless and consistent execution of rapid response to critical alerts/incidents
- Provide highly customer-focused leadership on tech bridges for P1/P2 incidents
- Maintain a strong technical, end-to-end knowledge of complex digital systems (i.e., delivery pipeline and production stack)
- Influence support teams to respond appropriately to customer demand
- Perform tier 2 level system remediation responsibilities, including error log analysis and ensure proper support are identified and engaged, Moderate system/application maintenance and intervention
- Some on-call work is expected
- Interacts with other Tier 2, Tier 3 teams, project managers, Change Management, developers, Help Desk, etc.
- Responsible for the monitoring of the Digital systems, Unix servers, databases, Weblogic, API, Cloud platforms and production applications.
- Responsible for Triage, resolve and escalate alerts/incidents in BMC Truesight/patrolagent, ITSM/Smart-IT, ServiceNow, Dynatrace, pagerduty
- Responsible for monitoring and executing Production Batch Jobs using BMC Control M (automated scheduling tools), Amdocs AMC and Maestro
- Actively participate in production Release/PAM/Change meetings, approve and implement the team task to implement
- Monitor Netbackup failures, Triage, resolve or escalate to Tier 3 team if necessary.
- All team members should be cross trained for each functional area to provide reliable 24x7 support
- Responds to alarms and failures, following proper escalation procedures and documentation to achieve successful resolution and reduce downtime.
