Sr Support Engineer
Contract Location: Miami, FL
Skill: Oracle PL SQL Experience: 10+ years
Tools: Any ITSM tool like BMC Remedy, ServiceNow, etc.
Skill Summary: Technical Support, Production Support, L2, L3, Application Monitoring, Triaging, Log analysis ITIL process knowledge
Skill Details: Production Support Lead with 5+ years experience in leading a team of 10-15 members
Experience in providing Tier 1/Tier 2 Production support of Java, J2EE based applications
At least 6 years of external customer facing experience in a support environment
Expert in using ITSM tools like ServiceNow
Expert in PLSQL
Working knowledge on using JIRA
Responsible for resolving support requests, meeting continuous service delivery demands, achieving customer satisfaction
Monitoring, troubleshooting and issue resolution for relevant applications
Work alongside the application support teams to ensure high availability of deployed solutions
Experience with monitoring and reacting to system events and end user / business requests
Experience with proactively identifying improvements to your workplace or processes
Report and properly document errors that are detected during Proactive Monitoring and Maintenance
Excellent communication skills for interacting with external and internal customers
Good experience on working on Linux, Unix and other operating systems
Good to have knowledge of DevOps Operations Tools like Splunk / Nagios / Kibana etc
Perform RCA for defects raised, Pareto analysis
Strong problem solving and collaboration skills
Ready to work in shifts/holidays/weekends on rotation basis
