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Support Engineer
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It Recruiter
Jul 15, 2020, 10:50:50 AM7/15/20
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Hi,
Location: Dallas, TX
On-Site opportunity
S No Position No.of Positions
1 L1 Support: Virtual Assistance + Actual Resources 6
2 L2 Support 12
3 L3 Support 3
Resource Needs: L1-6, L2 -12; L3-3 Resources (all onsite due to HCA requirement)
L1 Support JD: Virtual Assistance + Actual Resources (6)
• Monitor the event alerts and notify to the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
• Monitor the availability of the OS/Platform, Database events like DB availability, Instance availability and the space availability of disk drives and file systems.
• Monitor the Oracle Alert logs files, transaction logs and backup logs.
• Monitor the database related activities, respond calls from the software application support
• Monitor the backups, recovery errors, respond to the request regarding the restoration of the applications/DB
• Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
• Acknowledge the request for DB stop/start, user creation and grant specific data access to user
L2 Support JD: (12)
• Routine Administrative Activities
• Resolve incidents escalated by L1 as per the agreed SLAs and timelines. They usually have a Run-Book which they can refer to for immediate resolutions. They are also supposed to coordinate with any other support or dependency groups in case the incident has any linkage.
• L2 escalates the problem to L3
• Need strong communication and documentation skills
• Operating systems, AWS, Postgres/SQL, Linux, IIS (ACC)
• Familiar in trouble shorting Java errors, logs
• Business objects
• Concepts/Experience of incident management systems
L3 Support JD: (3)
• Provide advanced technical ticket advice and instruction to the engineering staff
• Actively work advanced tickets that cannot be adequately worked or resolved by L1 and L2 engineers
• Provide external and internal leadership on complex and/or problem tickets.
• Work all assigned tickets when in overflow or short-staffed situations
• Continually increase breadth and depth of technical knowledge in Java and Windows platforms
• Experience in C/C++, Java, JBoss, Linux and Windows
• Scripting Cron jobs is +
KEVIN CARTER
ATLANTIS IT GROUP
Ke...@atlantisitgroup.com
DESK:6788881248
Location: Dallas, TX
On-Site opportunity
S No Position No.of Positions
1 L1 Support: Virtual Assistance + Actual Resources 6
2 L2 Support 12
3 L3 Support 3
Resource Needs: L1-6, L2 -12; L3-3 Resources (all onsite due to HCA requirement)
L1 Support JD: Virtual Assistance + Actual Resources (6)
• Monitor the event alerts and notify to the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
• Monitor the availability of the OS/Platform, Database events like DB availability, Instance availability and the space availability of disk drives and file systems.
• Monitor the Oracle Alert logs files, transaction logs and backup logs.
• Monitor the database related activities, respond calls from the software application support
• Monitor the backups, recovery errors, respond to the request regarding the restoration of the applications/DB
• Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
• Acknowledge the request for DB stop/start, user creation and grant specific data access to user
L2 Support JD: (12)
• Routine Administrative Activities
• Resolve incidents escalated by L1 as per the agreed SLAs and timelines. They usually have a Run-Book which they can refer to for immediate resolutions. They are also supposed to coordinate with any other support or dependency groups in case the incident has any linkage.
• L2 escalates the problem to L3
• Need strong communication and documentation skills
• Operating systems, AWS, Postgres/SQL, Linux, IIS (ACC)
• Familiar in trouble shorting Java errors, logs
• Business objects
• Concepts/Experience of incident management systems
L3 Support JD: (3)
• Provide advanced technical ticket advice and instruction to the engineering staff
• Actively work advanced tickets that cannot be adequately worked or resolved by L1 and L2 engineers
• Provide external and internal leadership on complex and/or problem tickets.
• Work all assigned tickets when in overflow or short-staffed situations
• Continually increase breadth and depth of technical knowledge in Java and Windows platforms
• Experience in C/C++, Java, JBoss, Linux and Windows
• Scripting Cron jobs is +
KEVIN CARTER
ATLANTIS IT GROUP
Ke...@atlantisitgroup.com
DESK:6788881248
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