Specialist Software Engineer - Big data Production Support

Reference 2600084K

Responsibilities

• Perform code review and ensure the quality of code, constantly.
• Automate manual tasks of application maintenance and support to improve efficiency.
• Take initiatives of application modernization.
• Ensure constant review and update of Agile and DevOps practices.
• Constantly learn new/emerging technologies and mentor teams.
• Performing daily monitoring, reporting and being part of shift roaster in accordance with SLA/OLA and procedures
• Perform and define monitoring tasks as per production need.
• Perform detailed investigation and escalate to relevant team with analysis.
• Impact analysis, task prioritization and assignments based on SLA/OLA. Follow up and define Post Mortems and Remediation actions to improve production
• Drive PM calls with all stakeholders..
• Ensure timely and accurate status reporting as per procedures and production needs.
• Good understanding of SLA/OLA to identify task priorities. Incident, Request, Problem management as per defined guidelines
• Ensure all ITIL principles are followed for incident, request and Problem management.
• Ensure Problem management is done where ever required.
• Track the Problem Management anomalies to closure.
• Own the data quality of all tracking. Ensure business continuity/ Crisis Management/ Reseliency in line with business criticality
• Drive Major incident management process to handle any crisis on production.
• Effective communication and stakeholder management.
• Good understanding of business criticality.
• Ensure post actions are defined for every improvement area identified.
• Track the post actions to closure with regular follow up and communication.
• Review the chronology and complete the PM document with right root causes identified.
• Ensure the PM is published and communicated to all stake holders. Ensure support coverage in accordance with service coverage agreed with periodic review
• Define and secure the service coverage.
• Manage the setup as per the budget/scope agreed with business.
• Ensure service continuity with respect to change management. Maintain good collaboration with internal and external partners
• Manage all stake holders for the feature/application.
• Drive governance meetings/ interactions with stakeholders to understand the concerns and share updates.
• Contribute towards knowledge sharing sessions with our partners.
• Focus on client centric approach towards user community. Define and conduct user satisfaction survey and improvement action plan
• Define and help implement, Plan-Do-Check-Act improvement action plans based on VoC (Voice of Customer)
• Identify levers to improve quality, reduce cost and reduce MTTR Change management and smooth transition of services
• Able to define & put in place steps to mitigate production impacts due to PROD changes
• Collaborate with partners to understand the Market/Technical/Business events
• Communicate stakeholders about potential impacts to production
• Be part of GO/NO-GO decision and raise alerts appropriately
• Augment/Extend production coverage setup based on assessment Ensure Knowledge base and training material are up to date (Jive, known error database etc.) and contribute towards knowledge sharing
• Define the strategy for the knowledge Management process for the project/team needs
• Make sure there is no risks involved while onboarding new activities related to knowledge gap or documentation.
• Make sure the documents have been maintained in structured manner in centralized place which is accessible for every one
• Contribute towards knowledge sharing initiatives - design and drive. Anticipate and propose action plans for continuous improvement on production to gain efficiency, stability, etc.
• Implement improvements on processes.
• Implement automations to gain efficiency.
• Contribute towards innovation ideas to improve production quality and customer satisfaction. People management (Career Path/ Mentoring/ Performance management etc)
• Understand well the skill set of each individual.
• Manage the load in accordance with the team capex.
• Provide leadership on operational activities and guide the team. Contribute to sustain and improve production support practices
• Take measures to improve production practices
• Be an active contributor towards Production League backlogs
• Ensure defined process are cascaded across Teams and followed through with KPI Preparedness to be part of autonomous feature teams
• Co-ordinate…