Our Tenerity 2LS (Second Level Support team) provides support to customers and business by researching, diagnosing, troubleshooting issues and resolving incidents for both Legacy & Next Gen Interact Platform in EU and North America region.

We provide a specialized level (a deeper understanding of systems, technology and applications) of support to triage issues beyond basic troubleshooting that require a higher level of technical expertise. Our 2LS support team also proactively monitors our platform health (dashboard, monitors, alerts, etc) to provide quick workaround for critical issues and keep business stakeholders updated promptly in case of any interruption. Our focus is production availability and stability to meet SLA and KPI metrics. Our team is available for 24*7 on-call support for any production outages and severity incidents.

• Provide production support for AWS Cloud & Nextgen Platform (Basic Java or any other programming skills, PL/SQL and basic Mobile app knowledge is mandatory)
• Develop and maintain PL/SQL scripts to retrieve data for troubleshooting, analysis and reporting
• Follow standards for IT Infra administration and AWS operation including the scheduling, running, monitoring, logging, management of errors
• Recovery from failures, and validation of outputs to target systems
• Experience with data modelling concepts and familiarity with data modelling & data configuration tools
• Sound Knowledge in API & Micro services
• Hands on experience in automating manual support operations
• Perform root cause analysis for application incidents
• Perform daily maintenance and monitoring tasks, which allow the smooth running of systems, and prevent problems from occurring
• Provide On call Support (as part of roster)
• Support Ticket (Incident) management
• Identify and develop utility software that can help automate and pro-actively manage the support status of business applications
• Assist with maintaining metrics, key performance indicators (KPIs) and service level agreements (SLAs) to highlight the data as a basis of operational analysis and decision making
• Contribute and maintain 2LS Support operations service guides, policies and procedures
• Participate in collaborative working relationships at all contact levels of the company; effectively communicate progress/challenges to appropriate personnel
• Comply to information security/privacy compliance requirements and business needs into enterprise-wide data security/privacy standards and policy

• Bachelor's degree or comparable experience may be considered in lieu of degree requirement
• 5+ years of IT experience with a focus on support operations
• Experience in developing and maintaining PL/SQL scripts to retrieve data for troubleshooting, analysis and reporting
• Exceptional verbal and written communications
• Demonstrated passion for problem solving; Ability to work autonomously in a fast-paced environment with multiple priorities and deadlines
• Preferred experience with Atlassian products including JIRA and Confluence
• Preferred experience with various IT Service Desk technologies: including ServiceNow
• Must possess a high degree of integrity and maintain confidentiality of key information
• Experience with distributed teams in various timezones
• Knowledge of IT governance and operations