Job Title: What fix Engineer
Job Type & Location: India - Remote
Role Purpose: To Support, manage & monitor day-to-day operations of systems and applications in scope to ensuring their stability and integrity, and meeting customer service levels.
Major Accountabilities
- Ensure services are delivered to the agreed SLA, including reviewing performance based on the agreed SLAs and KPIs.
- Identify, investigate, and resolve incidents by addressing a problem through root cause assessment and prevention of recurrences.
- Report on incidents and review the key findings with a major stakeholder by using a key metrics viz. ticket Volume, agreed service window by application etc.
- Manage the lifecycle of incidents and minimize their adverse impact on business operations
- Responsible for the implementation of the CIS baselines relevant to Public Cloud Vulnerabilities assessment and remediation plan
- Ensure that incidents are followed up and solved appropriately
- Ensure adherence to documented operational procedures to maintain system integrity
- Ensure proper user and access management. Ensure adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders. Support Service / Solution Operations Manager in technical topics.
- Responsible for application lifecycle management and its continual improvements
- Manage and support applications to meet the needs of a defined business area, including providing technical support to the Business and IT
- Enable knowledge about systems and services is collected and distributed to enable effective support
- Take accountability to ensure adherence with Security and Compliance policies and procedures within Service/Solution Operation scope
- Delivery of all services in compliance with all applicable internal (e.g. IGM Framework) and external (e.g. SoX, GxP) regulations.
- Serve as point of contact, review and approval for key issues and decisions
- Take decisions in line with Business priorities and strategies and close collaboration with delivery teams
- Manages "live" technical environments on a day to day basis
- Monitor, measure, report and review performance of services and ensure IT meets business needs
Skill Set: The candidate should possess at least 2 years of hands-on experience with DAP (What Fix) application development, including expertise in Product Analytics and other associated modules, as well as in operations and maintenance.