Dynatrace Admin Lead (L3 Support)

The role holder will be responsible for providing overall L3 Dynatrace administration support for the team.

Qualification & Experience

• B. Tech / BE
• 7 + years of relevant experience
• Delivery of quality, cost-effective infrastructure services in a complex & high-availability environment
• Proven ability to plan and execute workload in a pressurized & dynamic environment.
• ITIL Certified or a strong working knowledge of ITIL Incident, Problem, and Change Management disciplines.

Skills Required:

Technical skills

• Strong Knowledge of Dynatrace tool administration concepts.
• Experience on APM related areas on Java, .NET, and PHP
• Ability to direct and guide the team to resolve crises within prescribed SLAs
• Ability to provide consultation for new projects, functionalities, migrations, and upgrades.
• Ability to direct and guide the team to resolve crises within prescribed SLAs
• Ability to plan, initiate, and manage special tasks/projects

Analytical skills

• Good analytical, and trouble-shooting skills in the area of technical fault isolation and rectification.

Process skills

• Ability to resolve service requests. Strong attention to detail and the ability to follow processes.
• Strong Knowledge of ITSM processes

Other skills

• Customer interface experience (managing expectations; negotiating compromise solutions).
• Should have good communication and interpersonal skills.
• Should be willing to work in a 24*7 environment.
• Experience in team handling.

Roles and Responsibilities:

1. Providing L1/L2/L3 support in dynatrace all activities.
2. End2End knowledge on dynatrace implementation.
3. At least one PoC should have hands-on experience.
4. Should be strong in any one of the cloud implementations.
5. Expertise in configuring the Process and Service detection rules.
6. Easy to adapt new configurations based on the customer requirements.
7. Ability to understand and map key problem areas basis the explanation given by the customer.
8. Good to have dynatrace certification.
9. Should have strong knowledge of all dynatrace services and functionalities.
10. Expertise in problem-solving within the deadlines without impact to the customer.
11. Expertise in raising support tickets and follow-ups, and connecting with dynatrace supporting people.
12. Always fulfill the customer's requirements.
13. Articulate how APM will help the customer transform his current approach to problem-solving.
14. Have excellent oral and written communication skills, and be a team player.
15. Application architecture and Business impact of downtime.
16. Preparing the monthly shift roaster and managing the team members.
17. Dynatrace integrations to any ITSM tool.
18. Knowledge of Synthetic Monitoring Concepts and implementation.
19. Experience in performing application performance analysis.
20. Strong knowledge of ITIL processes like Incident, Problem, and Change Management.
21. Strong knowledge of UNIX commands.