Aptean - Lead Support Engineer - Ticketing System

Description :

Incident Triage and Resolution :

- Monitor production systems for alerts and incidents.

- Prioritize and triage incoming incidents based on severity and impact.

- Escalate critical incidents to the appropriate teams or subject matter experts.

- Monitor, investigate, and troubleshoot production issues in Java J2EE applications.

Issue Tracking and Reporting :

- To support and maintain the existing Oracle code base and debug the application.

- To Good knowledge of database packages and procedures

- Database scripting and data verifications

UTP and UT :

- Maintain accurate incident logs in ticketing systems (e., JIRA, ServiceNow).

- Ensure timely updates and communication regarding issue status to stakeholders.

- Track and report on incident resolution progress and follow-up actions.

Collaboration with Cross-Functional Teams :

- Work closely with Development, Operations, and QA teams to resolve production issues.

- Coordinate and facilitate incident resolution meetings or "war rooms" when necessary.

- Act as a liaison between technical and non-technical teams to streamline problem resolution.

Root Cause Analysis :

- Participate in post-incident reviews to identify root causes and long-term solutions.

- Analyze logs and diagnostic data to quickly identify the root cause of issues.

- Perform Code Review, Performance Tuning

QC support :

- Functional expertise in modules

Process Improvement :

- Suggest and implement improvements to existing triage and support processes.

- Assist in automating repetitive tasks and enhancing monitoring capabilities.

- Provide feedback to improve system monitoring, documentation, and processes.

Documentation :

- Create and maintain troubleshooting guides and SOPs for handling recurring issues.

- Document incident resolution processes for future reference.

Skills / Attributes Required :

1. Essential Technical Knowledge :

- Strong understanding of production environments and IT infrastructure (e., databases, servers).

- Proficiency in monitoring tools (e., Instana) and ticketing systems.

- Experience with Linux/Unix commands and scripting for troubleshooting.

- Experience with complex data modelling/entity relation modelling and design techniques, database normalisation theory, data dictionary, and schema design techniques.

- Expertise in SQL : sub-queries, joins, oracle inbuilt functions

- Expertise in PL/SQL : collections, VARRAY, exception handling, cursors, package/ procedure/ function

- Knowledge of Version Control tools, e., SVN

- Debug J2EE applications using tools like JProfiler, JConsole, or VisualVM.

- Strong knowledge of Java/J2EE, JSP Servlet, Web Service, REST, SOAPUI

Performance Monitoring & Optimization :

- Identify memory leaks, thread deadlocks, and performance bottlenecks.

- Optimize database queries and enhance system efficiency.

Problem-Solving Skills :

- Ability to quickly diagnose complex technical issues under pressure.

- Solid analytical and troubleshooting skills.

- Review Java J2EE code, APIs, and system dependencies to understand and resolve issues.

Functional Skills :

- Property & Casualty Insurance background (preferred) with Policy domain expertise.

Qualifications :

- Bachelors degree in computer science, Information Technology, or related field (or equivalent experience).

- Prior experience in production support, incident management, or triage roles.

- Certifications in ITIL, DevOps, or relevant areas are a plus.

This role is critical in maintaining the stability of production systems, ensuring quick incident recovery, and preventing future disruptions through continuous improvement