Production support Engineer- PL/SQL
JOB CODE: 16000AA3
Date of publication: 14-10-2016
Environment
| Job purpose The Production analyst has strong analytical skills and good ability to summarize and convey the key messages. Autonomous and rigorous in managing usual incident and requests and performing daily monitoring and reporting in accordance with SLA and procedures. With good skills in SQL, UNIX and basic understanding of GBIS products and business processes. Key responsibilities and accountabilities 1. Quality service and support : - Ensure a high availability to support and advice our users. - Management of production issues and requests. - Acknowledgment of the incoming cases, ensure the right qualification, prioritization and resolution reactivity. - Ensure support coverage for users in accordance with APS service coverage agreed on the perimeter. - Analyze and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users. - Ensure an accurate and complete tracking of the activity. - Use and promote ITEC and PRD tools, processes and standards (Self service, EZ Post Mortem, etc...). - Perform daily checks and apply recovery and troubleshooting procedures strictly. - Ensure an accurate and clear communication to users and partners. 2. Coordination and communication : - Escalate issues and other topics to the right team when needed. - Maintain a good collaboration with worldwide PRD teams and partners (DEV, GTS). - Update and Share production information with the other team members (especially during follow-up meeting like white board, PRD/DEV/GTS…). - Ensure a good follow-up and understanding of the new features and functionalities. |
Mission
Job purpose
The Production analyst has strong analytical skills and good ability to summarize and convey the key messages.
Autonomous and rigorous in managing usual incident and requests and performing daily monitoring and reporting in accordance with SLA and procedures.
With good skills in SQL, UNIX and basic understanding of GBIS products and business processes.
Key responsibilities and accountabilities
Profile
Job purpose
The Production analyst has strong analytical skills and good ability to summarize and convey the key messages.
Autonomous and rigorous in managing usual incident and requests and performing daily monitoring and reporting in accordance with SLA and procedures.
With good skills in SQL, UNIX and basic understanding of GBIS products and business processes.
Key responsibilities and accountabilities
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