site lead

Position: Site Lead

Duties include, but not limited to the following:
• Provide support to Level 2 support resources and handle tickets escalated by them and make sure to involve next level support on time (if required) to minimize the impact.
• Ensure all the defined contractual SLAs with customer targets are met.
• Regular meeting with Customer and ensure that all the feedbacks are recorded, and corrective/preventive measure are kept in place (if required)
• Keeping track of necessary documentation and records and make sure that they are updated on scheduled frequency.
• Candidate will be SPOC for any scheduled/emergency maintenance activity scheduled by customer which may impact our systems.
• Keeping track of the new released patches/hot fixes of relevant application OEMs and implementing at site by following proper change management procedure.
• Coordination with network, ISP and other vendors in case of failure due to unavailability of their services impacting system performance.
• Monitoring the overall performance of systems and highlight if there is/are indicators impacting system performance.
• Providing software application support
• Performing analyses on software application functionality and suggesting improvements to work with product team.
• Ensuring effective front-end and back-end functionality of applications.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Establishing the root causes of application errors and escalating serious concerns to the Senior Engineer.
• Testing of production environment, latency, availability, change management, efficiency, monitoring, capacity planning, and emergency response handling of software development processes and production services.
• Conducting reviews and analyses of events and incidents
• Keeping a record of configuration changes and scheduling application updates.
• Optimizing processes in the application and production lifecycle
• Documenting processes and monitoring application performance metrics.
• Providing front-end support to clients and colleagues in other departments.
• Managing on-site operations and staff 24x7 work environment
• Attending customer meeting on site performance and reporting

Requirements

Requirements:
• A bachelors degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• Minimum 3-4 experience in Aviation IT support or eight year experience in IT industry
• Experience supporting various hardware and peripheral components in an on-site environment.
• Minimum 2 year experience of working in a customer facing environment.
• Excellent interpersonal skills are essential.
• Strong work ethic, result oriented as well as excellent oral and written communication skills are required.
• Candidates having MCSE / CCNA certification will be preferred.
• Demonstrable experience as an application support engineer in a related field.
• Advanced proficiency in determining the root causes of application errors.
• Advanced knowledge of front-end, back-end programming languages & services, such as C++, Javascript , Python, Kafka, Elastic search
• Understanding and Basic knowledge of Redis, MongoDB, SQL and Oracle database