5-7 years of experience working as a support professional managing Customer facing applications
Must have experience in managing below servers:
Windows Server Administration
Apache (Tomcat and JBoss)
Microsoft IIS
Load Balancer(F5)
Should have experience in server monitoring and resolving issues infrastructure issues.
Should be ready to work in shifts and weekends as well.
Should have a troubleshooting and developer mindset.
Well-versed with support process like SOP, NOC, Handover/Takeover, following SLA
Professional certifications in the infrastructure area is preferable
Excellent verbal and written communication skills.
Strong analytical and problem-solving skills.
Need to be an excellent team player.
CA Service Management Suite
CA Service Catalog
CA Service Desk Manager (SDM)
CA Service Point
Process Automation Manager (PAM)
Asset Protfolio Manager(APM)
Embedded Entitlement Management(EEM)
Software Asset Manager(SAM)
Job Responsibilities/KRAs:
Health Monitoring of more than 80 servers and reporting of issues using existing dashboard and tools
Respond to alerts and / or tickets that are either auto-generated or created by the users
during the support hours and perform services restart or server restarts or other required activities
Fulfil operational requests.
Perform Privileged account maintenance (Service accounts) such as password changes.
Update certificates as and when required.
Support the Business continuity / Disaster recovery plan management.
Perform the compliance activities such as patch testing, verifications (Windows server upgrade/patching, Java upgrades/patching etc.,)
Perform health check, post patching validations to be done.
Coordinate for outage issues, pull in the required teams (Application team, Network team, Middleware team, Database team, Mainframe team/ any other teams, as required) to resolve the issues, analyse root cause of problems and minimize the adverse impact.
SOPs with effective FAQs on common problems and steps to resolve the issue.
