Must haves

• knowledge of diverse aspects of application hosting, specific deployment and setup needs, and outline actions pertinent to the environment.
• Skills : expertise in application hosting, PowerShell scripting, familiarity with MQ/Kafka, SQL database performance tuning, and the security model for running applications.

Application hosting on .NET OnPrem and Service Fabric experience:

• The core responsibility of this role is to analyze business requirements, assess environment needs, and translate these into technical requirements to set up the necessary environments. You will work closely with Solution Architects, Technical Leads, Application Domain Owners, Application Owners, the business, and other stakeholders to design robust, reliable, performant, and scalable solutions.

Key Responsibilities:

Collaborate with various squads to understand their business requirements and environment needs Analyze and document business requirements to determine environment specifications Translate business requirements into technical requirements for environment setup Design, implement, and maintain environments to support various squads Ensure environments are optimized for performance, security, and scalability Provide technical support and troubleshooting for environment-related issues Continuously improve environment setup processes and documentation Ensure that the IT solution complies with the Enterprise architecture standards and the business needs Establish prototypes/proof of concepts to prove key components of proposed new architecture Estimate effort to implement the solution at the Tribe level Present proposed solutions to technical and non-technical stakeholders Support Product Owners in preparing features and translating them into workable PBIs for the delivery teams Coach and support delivery teams in implementing Features and PBIs in line with the architectural solution Perform design reviews to ensure functional and technical consistency of solutions

Requirements:

• Proven experience in environment setup and maintenance
• Strong analytical and problem-solving skills
• Excellent communication and collaboration abilities
• Proficiency in translating business requirements into technical specifications
• Knowledge of environment management tools and technologies
• Ability to work in a fast-paced, team-oriented environment
• More than 5 years’ experience in designing solutions in a distributed environment
• Preferably proven experience in developing solutions with Microsoft technologies
• Experience in delivering multi-platform designs
• Assertiveness in driving tasks to completion

Nice to have:

• Experience with cloud environments and virtualization technologies
• Familiarity with DevOps practices and tools
• Understanding of security best practices in environment management
• Experience in the Financial Services industry, is desired but not essential
• 24*7 monitoring support for in-scope infrastructure.
• Develop and acquire detailed knowledge of the environment.
• Handle escalations and assist in creation of RCAs.
• Possess the ability to work under pressure and the ability to communicate with stakeholders.
• Generate Operations report.
• Manage bridge calls and notify respective support groups.
• Perform GAP analysis.
• Creation of SOPs and Knowledge Base.
• Capture alerts, raise incident tickets and escalate to respective team.
• Provide phone support 24*7*365

Responsibilities

• Act as a first point of escalation/consultation for the team on technical, procedural and process related queries.
• Manages the team in his/her respective shift.
• Should have worked with monitoring tools like BBPM, HP NNM, and Solar Winds Etc.
• Should have worked with ticketing tools like Remedy, Service Now etc.
• Assists the team lead in maintaining and updating documents in central repository for the benefits of the entire team.
• Ensure proper shift handover to the next shift.
• Work in rotational shifts to provide 24/7 monitoring of the IT infrastructure.
• Liaise with the Merck Critical Incident Management Process Owner and Chair Process Review Meetings.
• Coordination and management during major incidents.
• Production and maintenance of the major incident communication plan.
• Facilitating the production and maintenance of the major incident restoration plan.
• Production of major incident progress updates.
• Participation in major incident reviews.
• Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is being followed consistently.
• Escalate any inconsistencies in the monitoring environment with the respect to the monitoring tool configuration, alert thresholds, alert message enrichment and false alerts.
• Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
• Assist Track Lead to resolve Operation Challenges and constraints if any within the team or in project.
• Should have understanding on experience Hands and Feet role like managing media, tape handling etc.
• Assisting third party vendor who comes for on-site Break fix support
• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Managing root cause analysis between technical teams.
• Should have basic understanding on Problem management process,
• Production of statistics and trend reports to demonstrate performance of the Problem Management process

Skills

• Knowledgeable in ITIL concepts [Incident Management, Problem Management etc.].
• Should have worked in high pressure work environment and ability to multitask.
• Basic support experience on Windows/Unix Servers, Network Devices, Backup.
• Excellent Verbal and written Communication skills.
• Hands on experience with the following.
• Any alert Monitoring tool BPPM, HP NNM, HP OVO etc.
• Incident, Problem and change life cycle process
• Any ITSM tool e.g.: Remedy, Service Now etc.
• Generating reports.