As an Enhanced Operations Service Specialist - you are responsible for:
Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.
Technically skilled in Database Technologies like HANA/ASE/MSSQL – with expert level knowledge in any one of the databases.
Participate in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer.
Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system.
Root Cause analysis for Service requests failures/outages, performance issues – continuous improvement methodologies
Analyse root-causes of the failures (if known) in achieving the KPIS and define a corrective action plan, with well-defined mitigation steps.
Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units.
Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
Process improvement initiatives for daily operational activities
Streamline standard operating procedures by focussing on automation enhancements.
Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer.
What you bring:
8+ years of related professional experience
Strong experience as Database Administrator in Global Operations team (primarily on SAP HANA/ASE/MSSQL Platforms, however any database technology is welcome)
Exposure to the automation tools /scripting or processes
DB installations and upgrade, Planning, setup, and implementation.
Providing technical expertise and support in optimizing and tuning of Systems, Performance Optimization.
DB Concept on Security, Backup and recovery strategies, performance tuning, System Copies, high availability, and disaster recovery strategy, export-import, replication is must.
Experience in Problem Management, Root cause analysis methodologies
Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
Professional Certification of Database Platforms with exposure to Project Management tasks including PMP and ITIL certification.
Capacity to continuously acquire new knowledge in an independent and proactive way.