Technical Support Engineer

3 weeks ago

Manila, National Capital Region, Philippines DXC Technology Full time
Overview

The Application Operation support engineer in the Delivery organization is an important role ensuring critical applications used by the customer are up and running to meet business requirements. The role brings together competencies in incident, change, problem, capacity and performance and configuration management, and owns the availability assessment. The focus is on the availability of services and presenting the team's performance to the supported accounts.

Responsibilities
  • Build strong working relationships with Technical Supervisor, Customer Service Agent and tower support and technology teams.
  • Demonstrate awareness of the customer's business and in-depth knowledge of the customer's environment and support processes.
  • Comply with ITSM & SLA standards by observing the Incident Management lifecycle processes.
  • Be proactive to anticipate issues or situations that impact service availability and critical response time, take necessary mitigation steps, escalating to management when appropriate.
  • Support and assist the Technical Supervisor with documentation libraries for responsible areas, ensuring compliance with internal standards; update the documentation as needed.
  • Escalate as the Application Operations Support Engineer 1 when working with the vendor and with the customer as needed.
  • Create and update technical documents that Level 1 engineers will follow for support.
Mandatory Skills
  • Autosys R13/R14: environment set-up; start/stop/ice/hold jobs; batch forecasting/listing; create/delete/update calendars; investigate/resolve problems; best practices; prefix access; SNOW Job Info Update.
  • Understand infrastructure components of FHv5.5: create/update accounts including push-push, pull-push, MF & NAS; validate/clear stuck files; create/renew SSH Keys/SSL certs/passwords; investigate/resolve file transfer failures; retrieve and understand log content; understand FHv5.5 feedhub form, QA process and testing; understand feedhub outage resolution process.
  • Support Informatica requests to stop/start/status workflows via GUI; retrieve workflow and session logs; understand and navigate project folder structure; understand server infrastructure; understand interaction between Autosys and Informatica; processes for requesting new project folder creation and access to the new project folder (WMT).
  • Familiar with GWPT related queue managers and critical channels.
Seniority level
  • Associate
Employment type
  • Full-time
Industries
  • IT Services and IT Consulting
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