Apply DevOps / AIOps practices, with hands-on Shell and Python and BAT scripting.
Support public and private cloud environments, including cloud project delivery.
Work with APM & BCM tools (AppDynamics, Dynatrace) to troubleshoot applications and optimize performance; monitor systems using the Zabbix, Grafana, and Prometheus stack.
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Hands-on experience in DevOps / AIOps, skilled in Shell & Python scripting.
Solid knowledge of public cloud & private cloud, with cloud project delivery experience.
Experience with APM & BCM tools (AppDynamic, Dynatrace); able to troubleshoot applications and optimize performance. Familiar with Zabbix, Grafana, Prometheus monitoring stack.
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• To work closely with the project team in the areas of design, requirement gathering, implementation, coding and testing.
• To ensure all source codes are bug free, optimized, written and documented in compliance to company’s standard.
• Must be able to contribute as a team member in terms of providing input during the design phase; engage in discussion actively to resolve bottlenecks in the development process.
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Collaborate closely with IT Assist, application/system vendors, internal system PICs, and cross-functional teams to troubleshoot and resolve application-related incidents and service requests.
Drive Continual Service Improvement (CSI) by identifying recurring issues, improving support processes, reducing dependency on Level 3 support, and recommending opportunities for automation and process improvement.
Provide Level 2 support for enterprise applications, end-user computing, system integrations, and related technology services.
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Manage and ensure all incidents, service requests, issues, and assigned tasks related to Application Technology Support are tracked, followed up, and resolved within agreed Service Level Agreements (SLAs).
Act as Level 2 Application Support, serving as an escalation point for cases raised by IT Assist, COE teams, application vendors, and other Level 1 support teams.
Increase the percentage of issues resolved at Level 2 through effective troubleshooting, root cause analysis, and resolution before escalation to Level 3 support or external vendors.
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