You will provide a high level of technical competence in distributed and cloud technologies and resolve incidents reported by Experian's customers, and the execution of
operational activities, within Service level agreement, and to the quality expected by our customers. You will ensure
we resolve the majority of issues raised daily during operational activities, all within defined service levels. This will include contribution to the resolution of high impact/high priority incidents.
What you will do:
You will provide 2nd line support for SQL-driven AWS hosted applications, and on-prem Windows solutions undergoing transformation to AWS. Coordinate others and coordinate during service disruptions with a focus on restoring availability. Conduct root cause analysis (RCA) and implement permanent fixes. Work on incident and problem resolution, ensuring minimal disruption to services.
You will keep up to date with technology, tooling, and required technical skills. Facilitate knowledge sharing among team members, organizing reviews, technical discussions, and lessons-learned sessions.
You will document troubleshooting steps, best practices, and known issues in a knowledge base. Participate in knowledge-sharing sessions and contribute to team knowledge base.
Cloud aware, understands how cloud technologies differ from other technical approaches and can explain these to others. Knowledge and practical experience with Cloud, AWS, Kubernetes, and Infrastructure as Code.
You will provide technical expertise and guidance to teams. Working across boundaries - geographically, teams, language, and cultural.
Manage a ticket queue ensuring high quality and process adherence. Collaborating with technical team, ensuring coordinated efforts towards project goals.
Proficiency in English, working directly with clients through ticket system, email, and phone. Communicate technical information to a non-technical audience.
Find and address technical risk. Participate in security audits, compliance assessments, risk and control testing. Follow standards, testing procedures, and quality assurance practices.
Will work with SQL (Postgres, SQLServer, Oracle) and can construct basic queries and undertake basic troubleshooting.
Will Participate in problem identification and documentation. Analyse recurring issues and suggest improvements. Help implement changes
You will report to the Application Support Team Manager.
Role has the standard 40 hours a week and also, takes part in on-call rotation to provide a 24*7 service for our clients.
experian