Senior Application Support and Incident Management Specialist
Apply NowCompany: Spruce Infotech
Location: Vancouver, BC V5K 5J9
Description:
Senior Application Support and Incident Management Specialist
Vancouver, BC (Hybrid)
12 Months
Mandatory:
Technical expertise
Responsibilities
Vancouver, BC (Hybrid)
12 Months
Mandatory:
- Incident and change management, triage management and RCA
- Dev or support experience in Akamai, web, digital platform
- Observability, monitoring, alert and availability management
- 10+ years of experience in IT industry.
- 8+ years of application support and maintenance experience (tier 2 and tier 3)
- Incident management & problem management
- Change management and production deployments
- Batch job management & production
- Dashboarding, automation and simplification
- Application transition and steady state support
- SLA & KPI management
- SOX Compliance activities
Technical expertise
- Java / JEE, SQL, DB
- Splunk, AppDynamics, Grafana
- Knowledge of VMs, Load balancers, Firewalls, API Gateways (APIGEE)
- Knowledge of Containerization, Docker, Kubernetes
- Knowledge of Cloud, AWS, PCF, GCP
- Robotic process automations & tools
Responsibilities
- Interfacing with technical and business stakeholders - internal and external (Managers / Application owners, Support Analysts, Infrastructure Team, Developers and technology specialists)
- Managing and maintaining production environment
- Change management and application deployments
- Restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
- Coordinate all activities required to lead incident triage in compliance with SLAs and OLAs.
- Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.
- Preparing internal reports on Major incidents and leading their review with Executive Management.
- SLA & KPI reporting
- Onsite - Offshore coordination