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Incident Resolution Expert
3 weeks ago
Manage incidents according to defined processes and procedures, ensuring adherence to service targets and quality standards. This includes receiving, analyzing, and prioritizing incoming tickets, assigning them to appropriate teams or individuals, and ensuring timely follow-up on resolutions.
As an incident management professional, you will troubleshoot and resolve complex technical issues within IT infrastructure environments, collaborating with cross-functional teams as needed. You will also identify recurring problems and implement preventative measures to minimize future occurrences.
Ticket Handling and Resolution
Receive, analyze, and prioritize incoming tickets, assign them to appropriate teams or individuals, and ensure timely follow-up on resolutions. Troubleshoot software code issues and report findings. Review and provide feedback on project technical documentation. Assist in the troubleshooting of incidents, timely follow up with development team for fixes. Generate regular reports on incident trends, ticket resolution times, and other key metrics to help inform decision-making and drive continuous improvement efforts.
Collaboration and Communication
Work closely with development teams, vendors, and external partners to address system issues and enhance overall system performance. Effectively communicate status updates, outages, and other important information to stakeholders during production hours. Participate in a highly collaborative team environment, contributing to all phases of the development lifecycle. Provide guidance to junior staff members as needed. Participate in after-hours on-call rotations to ensure system stability and availability outside of standard business hours.
Qualifications and Skills
Bachelor's degree in computer science or related field. At least 6 years' relevant experience preferably in a Finance Institution. Required skills include minimum 4 years of experience working in Banking IT industry support, experience in internet banking applications and mobile banking applications, strong team player, flexible and being able to manage time effectively, able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision, experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment, solid understanding of ITIL methodology. Preferred skills include 3-4 years' experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct, 2+ years' experience supporting native iOS / Android applications in large Production environments, support maintenance of OpenShift, container native applications and microservice design patterns, two years of experience managing or supporting OpenShift or Kubernetes infrastructures, experience with additional container, virtualization, or cloud technologies like Red Hat OpenShift Container Platform, Kubernetes, Docker, VMware vSphere, Amazon Web Services (AWS), etc., ability to manage the container platform ecosystem, assist in change review of container platform for new versions of OpenShift, Hotfixes, etc., integrate multi-functional applications into container-based support services, participate in a highly collaborative team environment, contributing to all phases of the development lifecycle, troubleshoot software code issues and report findings, review and provide feedback on project technical documentation, assist in the troubleshooting of incidents, timely follow up with development team for fixes, generate regular reports on incident trends, ticket resolution times, and other key metrics to help inform decision-making and drive continuous improvement efforts.
