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Troubleshooting & Incident Management Key Responsibilities
- Manage and Lead service restoration/recovery of applications while leading technical resources(participating) during service restoration process.
- Ability to drive production incident bridge calls for P1 and high priority P2 incidents. The ability to assist/ manage team with troubleshooting efforts log file analysis and research for Distributed technologies (JAVA, Oracle , Windows server, Unix,Informatica,.Net)
- Perform moderately difficult and independent assignments in troubleshooting, problem diagnosis and problem resolution in one or more technologies within the technical area of expertise.
- Assess & recommend solutions for permanent fixes to improve application stability and resiliency.
- Review and approve production related changes upon risk assessments.
- Should be open to learn new technologies/tools.
Proactive Monitoring & Preventative Maintenance
- Ensure application availability and response times, batch processing SLAs/OLAs are met and or exceeded.
- Pro-actively monitor the stability and performance of various technologies within area of expertise and take appropriate corrective actions prior to an incident or problem occurring.
- Work with the enterprise monitoring team to implement and improve monitoring capabilities.
- Use monitoring tools to prevent potential business impact.
- Collaborate with members of the team and contractors/vendors on bridge calls to prevent or resolve incidents/problems in an expeditious manner.
- Monitor and report issues within the monitoring system and work with the required team/vendor for quick restoration.
Analysis
- Recommend, deploy and document strategies and solutions for problems/incidents based upon comprehensive and thoughtful analysis of business goals, objectives, requirements and existing technologies.
- Independently identify key issues, patterns and deviations during the analysis.
- Recommend robust solutions utilizing pragmatic judgment, creativity, and in-depth technical knowledge and evaluation that comprehensively helps maintain high availability, resiliency and stability of applications.
Leadership & Partnerships
- Manage effective relationships across teams and collaborates with leadership on a frequent basis. Lead vendor and employee operational resources as required.
- Send communication to leadership during Priority1 production incidents.
- Facilitate/Lead the onshore-offshore call during the start and end of business day to share the updates.
- Walkthroughs Coordinate with BAU to get the details of changes that would impact the applications.
Processes, Standards & Best Practices
- Participate and provide input in the continual improvement of processes, policies and best practices to ensure high availability of applications.
- Incident management - logging, prioritizing and resolving incidents and track them against various SLAs using Service Now tool.
- Problem management - Resolving recurring incidents permanently, performing break fix root causes and coordination with Development teams for fix implementation.
- Change Management - Scrutinize the changes to the environment and provide Approval / rejection recommendations to the client
Documentation
- Create, maintain and update operational documentation with detailed design diagrams, troubleshooting steps, systems metrics and Standard Operating Procedures as required to ensure operational excellence.
Required Qualifications
- Bachelor's degree in Computer Science or similar field or equivalent work experience.
- Min 10 years of relevant experience.
- 10-14 years of relevant experience.
- 10+ years of production support experience in Web Applications hosted on Middleware Infrastructure.
- 10+ years of hands-on support experience working on below technologies
- Core-JAVA
- Apache/Tomcat
- Unix
- Oracle/SQL Server
- SOAP OR Restful Web Service Services Experience
- Proficiency working with any Industry renowned monitoring tools like Sumo Logic, Splunk or equivalent.
- Basic understanding of JAVA, especially understanding of runtime errors in order to debug application issues.
- Good understanding of the 3-tier architectural framework and SOAP or Restful Web Service Services Experience. - - Should be able to debug failures & performance issues with Java Web Services/API/SOAP/etc.
- Ability to manage critical, highly visible issues in an urgent and professional manner.
- Demonstrate strong analytical, problem solving and debugging skills.
- Availability outside of normal business hours to provide after hours or on-call support to resolve higher client/advisor impact incidents/problems.
- Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels.
- Manage effective relationships and work in partnership with leadership, operational teams, 3rd party vendors, BAU/Development, and cross-commit technical support teams for incident, problem, change, configuration, and service level management.
- Ability to multi-task, providing direction to technical support staff and effectively communicate to leadership, other technology partners, and 3rd party vendors related to production incidents or operational work efforts.
- Should have some experience with people leadership like reviewing work of junior resources, leading technical bridges and delegating tasks, doing 11 technical coaching etc.
Preferred Qualifications
- Windows server
- NET
- UNIX Scripting
- IIS
- AWS cloud framework services like EMR, Glue, S3, Athena, IAM, Lambda, EC2, SNS, Cloud watch
- Knowledge of Tivoli Work scheduler (TWS), System, RDBMS, Dynatrace (Gomez), Science Logic, DataPower concepts is a plus.
- Knowledge of Infrastructure, including Middleware components (e.g. Storage, Message Queue (MQ), WebSphere, Managed File Transfer (MFT), etc.) is a plus.
- Hands on experience in ITIL tools like Service Now or other tools to support ITSM capabilities. ITIL framework certification is a plus.
- Experience with development or support of applications within the Financial Services Industry (preferably in Investments/Asset Management).
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firms focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. Youll also have plenty of opportunities to make your mark at the office and a difference in your community. So if youre talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.About Our Company
Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
Full-Time/Part-TimeTimingsIndia Business UnitJob Family Group
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