We are looking for a Senior Technology Operations Analyst to join our L1 Prod Support in Bangalore. We are looking for someone who has experience in 24/7 customer support model. You should have knowledge on Java / Tomcat based Application structures since we are supporting for the Application issues reported by customers. We would love to speak with you if you have skills in Linux, AWS, SQL, Monitoring tools & DevOps (Jenkins) tools.
About you - Skills & Experience
- Computer Science related bachelor’s degree or equivalent experience.
- Minimum 5 years of equivalent experience, including a familiarity with Linux systems fundamentals, AWS Services, networking, and database technologies.
- Strong experience on Ticket & Monitoring tools on ServiceNow, Salesforce, PagerDuty, Datadog.
- Strong experience in Linux
- Knowledge in SQL and Data management process.
- Experience in AWS platform (Services EC2, ELB, ASG, VPC, Route53,)
- Must have a good understanding of distributed computing and solid understanding of networking and UNIX system concepts
- Strong customer service mindset.
What would you be doing in the role
- Actively monitor the stability and performance of Java / Tomcat based Applications in AWS data centers, Run the Application support desk for a 24x7 distributed enterprise environment.
- Ensure standards and SLAs are met, including response time, follow up, ticket updates, and resolution Escalate events as required by the documented procedures with the proper level of urgency and follow-through.
- Responsibility for the external / internal customers reported issues through the salesforce.
- Performing scheduled jobs (Daily / weekly / monthly) for CompuMark Product.
- Interface with L2 DevOps and Dev teams to coordinate next actions.
- Perform standard systems and website troubleshooting - diagnose troubles detected by our systems and work quickly to resolve issues
- Apply applications specific updates and fixes.
- Work closely with an existing team of skilled operation engineers.
It would be great if you have
- ITIL V3/V4 Foundation Certification, Public and Private Cloud Certifications.
- Knowledge in SQL and Data management process
- Experience creating and maintaining documentation in Confluence and other relevant tools (PowerBi, PPT).
- Basic knowledge of NOC/SOC
About Team-
L1 extent 12 members, 24/7/365 Coverage and first-level support for BIS and Customer Facing / Flagship Application Products. Provide Application Monitoring, Incident Identification, Validation, Remediation and/or Escalation for over 190 Plus Applications. Executing the scheduler jobs through Mainframe and Airflow for the CompuMark and Cortellis Applications.
Extend Support to L2 whenever required.
Hours of Work
- Fulltime
- 45 hrs/week
- 24/7 rotational shift
- 3 days per week currently
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
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What We Do
Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.
