Staff Tech Ops Engineering-India

The Staff Tech Ops Engineer monitors all customer facing environments (Production, Certification, New Release, & Disaster Recovery) within the Clearing & Trading business units; remediates system & application issues in these environments; escalates in timely & efficient manner following guidelines developed within dept. to appropriate next level of support; accurately reports incidents to mgmt & records incidents & requests handled from both alerting tools or customers (internal or external).

Principal Accountabilities:
Coaches team members on incident acknowledgement, incident diagnosis and follow-up documentation. Coaches and teaches junior team members/peers to use recovery tools and process.
Continues to learn multiple application recovery tools used by TOCC and contributes to recovery procedures. Collaborates with support staff to enhance recovery procedures. Analyzes recovery procedures and improves response time to issues based on experience.
Ensures checklist associated with monitoring activation is executed properly. Utilizes incident management reports to detect trends or anomalies.
Implements improvements to platform-specific monitoring tools for improved monitoring and efficiencies. Identifies patterns, creates filters, and leverages monitoring tool to provide better detection capabilities.
Learns multiple application flows and general functionality by application. Becomes a subject matter expert within at least one major business application from end-to-end.
Moves into crisis management by creating virtual room using escalation tools and documented procedures. Participates in crisis line and relays technical or customer information. Looks for trends and monitors logs associated with crisis. Executes recovery commands based on crisis line needs.
Reviews multiple systems logs and analyzes for root cause to determine recovery. Understands trending of application incidents through analysis of execution times and patterns specific to application.

Skills & Software Requirements:
Unix/Linux competency, MS Office, HP Openview (or equivalent monitoring tool), ITSM (or equivalent incident reporting tool), UC4

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