Junior Associate, Solution Engineering – Production Support
Western Union
full-time
Posted on:
Location Type: Hybrid
Location: Pune • India
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Job Level
About the role
- Responsible for resolution of incidents and problems within the team.
- Ensure that the right problem-solving techniques and processes are applied by the team and vendor partners.
- Build and deploy automation around causation and correlation of events in our infrastructure.
- Provide strict production gatekeeper function by reviewing proposed solutions ensuring proper standards are adhered to.
- Advocate for and implement reliable design patterns.
- Provide input and contribute to Production Management related audits.
- Responsible to update Runbooks and KEDB (Known Error DataBase) when required.
- Participate in all BCP (Business Continuity Planning) and component failure tests based on the run books.
- Drive and ensure compliance to knowledge management across the supported applications.
- Understand SLAs, SLOs and OLAs to ensure service levels.
- Ability to support & drive the incident management, problem management adhering to ITIL and DB standard process.
- Responsible for day-to-day engineering support delivery task, using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.
- Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a support documents.
- Proven ability to simplify complex systems and identify potential failure scenarios.
- Identify risks and issues related to the area and define appropriate automated solutions
- Partner with, and influence, stakeholders globally from development, infrastructure and production on risk identification, remediation solutions, and managing change conflicts to build momentum in optimizing the processes, platforms across Production.
- Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
- Develop a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability by understanding emerging trends and proactively addressing them.
- Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
- Ensure all the business queries are handled on priority within agreed SLA to ensure application stability.
- Managing a set of payment orchestration applications.
- Work with Product and Engg team to onboard new applications and microservices to production in adherence to supportability, observability, and stability
- Drive knowledge management across the supported applications and ensure full compliance.
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
Requirements
- B.E. / B.Tech. / MCA in Computer Science, Engineering or related field is preferred
- Minimum 3 to 4 years of experience in Service Operations experience within a global operations context.
- Proven experience in IT in large corporate environments, specifically in controlled production environments in Financial Services Technology, FinTech or a client-facing function; global transaction banking/corporate and Payment banking experience is a plus
- Experience of end-to-end Level 2 management and good overview of Production/Operations Management overall.
- Experience of supporting complex application and infrastructure domains
- Broad ITIL / best practice service context within a real time distributed environment
- Proven experience with monitoring tools like Dynatrace is required
- Experience in tools like Amplitude, Snowflake, PowerBI good to have.
- Good understanding of SQL Server or Oracle databases, Linux OS, Java and RedHat OpenShift platform
- Working knowledge of incident tracking tools (e.g. ServiceNow etc.)
- Technical areas of expertise: Excellent analytical and problem-solving skills
- Experience with Python and Ansible is preferred
- Tibco products knowledge is preferred
- Experience with Build and Configuration management toolset (e.g., GIT, BitBucket, Maven, TeamCity, Docker) preferred
Benefits
- Employees Provident Fund [EPF]
- Gratuity Payment
- Public holidays
- Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
- Annual Health Check up
- Hospitalization Insurance Coverage (Mediclaim)
- Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
- Cab Facility
- Relocation Benefit
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
PythonAnsibleSQL ServerOracleLinuxJavaRedHat OpenShiftDynatraceGITDocker
Soft Skills
problem-solvinganalytical skillscommunicationstakeholder managementteam performance improvementproactive improvementrisk identificationincident managementcollaborationleadership