Description

You will manage end-to-end incident management for infrastructure and application teams, owning the workflow between middleware, database, and Unix administration groups. You will handle major incident reporting, KPIs, and customer SLAs to drive service improvement, while performing root cause analysis and managing ticket queues in ServiceNow, JIRA, and Remedy. You will also execute hands-on operations for JBoss, WebLogic, and Tomcat servers, including OS installation and hardware, OS, and storage troubleshooting. Additionally, you will deliver knowledge transfers and technical articles to train Tier 1 support staff.

Responsibilities

• Coordinate incident workflows between middleware, database, and Unix teams.
• Manage major incident reporting, KPIs, and customer SLAs.
• Perform root cause analysis and manage queues in ServiceNow, JIRA, and Remedy.
• Execute hands-on operations for JBoss, WebLogic, and Tomcat application servers.
• Deliver technical training and articles to Tier 1 support staff.

Required Skills

• 5+ years of experience in incident management or technical operations.
• Proficiency with ServiceNow, JIRA, and Remedy.
• Hands-on experience with WebLogic and Tomcat application servers.
• Technical expertise in Middleware, Database, and Unix administration.
• Experience troubleshooting Hardware, OS, and Storage issues.
• Ability to work 24/7 shifts, including weekends, holidays, and on-call rotations.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Gradute