Incident/ Problem management ensuring all customer SLA s and departmental KPI s are achieved through the timely resolution and effective communication.

• Communicating effectively with customer resources throughout the management structure to ensure a positive customer experience.
• Detailed problem reproduction on support test labs.
• Working with the team to ensure daily case allocation is managed.
• Highlighting areas of risk as soon as they are apparent.
• Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents.
• Development and management of knowledgebase
• Troubleshoot and triage 3rd line faults through to development.
• Any adhoc duties as are reasonably requested by the business.

Skills and Experience:

• Minimum 1-3 years experiencing working within an IT/Telephony Supportrole.
• Must have Experience in SLA adherence, project timeline adherence.
• Must have hands-on experience with software installation / deployment / configuration on Windows/UNIX based production environments.
• Experience in offline installation of UNIX based utilities
• Must have experience and aptitude to research for issues from 3rd party software.
• Must have experience with documentation of installation steps, wikis and KBs.
• Must quickly adapt and familiarize with a Products Architecture, DB Design, API design and troubleshooting.
• Experience in troubleshooting network issues, especially on cloud environments
• Must have Devops experience and familiarity with Docker and its troubleshooting.
• Familiarity with Tableau Server and its troubleshooting
• Experience with versioning, release management and service management tools
• Must have exposure to database administration/ SQL scripting.
• Must have exposure working on AWS environment.
• Speech Enabled IVR Application, Platform Implementation or Contact Center related technologies experience is a Plus.
• Programming / Scripting experience in PHP, Python, Java, one of the languages is preferable.
• Basic knowledge of working with Datadog or other monitoring platforms.
• Ability to think analytically, define problems and frame solutions.
• Ability to interact with customers to interpret requirements.
• Must be able to independently front-face meetings/discussions with customers.
• Any graduation with technical background

Technical Skills:

• Docker Swarm
• Terraform/Ansible
• AWS and Linux hands-on
• Messaging services - Kafka, zookeeper
• OrecX or similar
• Application server - Architecture knowledge
• Databases - Oracle/MySQL/Postgress + any non-SQL - mongo
• Tableau Server

Role: Database Administrator

Industry Type: Software Product

Department: Engineering - Software & QA

Employment Type: Full Time, Permanent

Role Category: DBA / Data warehousing

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

Unix

Automation

Linux

MySQL

PHP