Engineer II AppOps

Grade Level (for internal use):

• Provide initial first line Application/Product support and triage of incidents and service requests for IT issues which occur during use of Platts applications.
• Technical Excellence: In-depth Technical understanding of all Applications, Monitoring Tools, and all available technical resources. Executing Effective Weekend Support Incident Identification, Effective Shift handovers, Major Incident Mgmt. & Process Hygiene.
• Log and capture incidents from all sources into ticketing system (ServiceNow) ensuring correct categorization and prioritization of IT issues
• Application Support Operations: Ensure application operations excellence and guaranteed response times by actively monitoring application health checks, end user emails/tickets and ensuring all Incidents/service requests are resolved in a timely and comprehensive manner.
• Server maintenance, monitoring, health checks, restarts, and BAU operational work.
• Provide 24 x 7 round the clock support to Platts business partners utilizing shift patterns
• Major Incident Management: Engaging & driving the major Incidents during the weekends to Initiate bridge call, engage technical teams and restore the service Immediately
• Incident Hygiene: Adhering to the Incident Hygiene process, ensuring High Hygiene in the Incidents & requests handled.
• Knowledge Management and competency development: Create & share the SOPs, Best Practice documents, check list, technical knowledge articles. Resolving IT incidents to restore service as quickly as possible using known error database. Escalation of tickets to other teams as required
• Active participation in knowledge transitions, also coming up with Process Initiatives, deliver ideas and values to achieve the desired results.

• Experience working with various Application Monitoring systems and tools (Autosys AppDynamicsNagios/Naemon/Splunk preferred)
• Experience in IT Service Management frameworks (ITIL or similar)
• Knowledge of troubleshooting & supporting applications running on either Linux (preferred)

• Exposure to industry standard ITSM tools (ServiceNow strongly preferred)
• Experience supporting Cloud computing (AWS).
• Familiar with infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)
• Exposure working with tools like Putty, RDP, SSH, WinSCP, MySQL Query Browser, Oracle SQL Developer.
• Familiar with reporting and analyzing tools (Beneficial but not essential)
• Experience working collaborative platforms like Microsoft SharePoint, Box, OneDrive, MS Teams.
• Good understanding of Agile Framework.
• Any knowledge of Webservers either (Beneficial but not essential)

• Any knowledge of scripting languages (JScript and JavaScript DOS, VBScript, Pearl, Python, PowerShell, or shell script) preferred (Beneficial but not essential)
• Microsoft Office Office 365 especially Excel (Macros, Worksheets, and add-ins)

• 5+ years of relevant experience with bachelors degree.