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Senior Systems Engineer - Fidelity Support Center

Chennai, TN
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  • Banking & Finance
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Job Details

Incident Management at the Associate /Analyst level requires decision making, quick thinking, knowledge of the environment, and an understanding of all FSC processes with the drive to achieve a very high level of service. Associates in the FSC will be faced with situations daily that will require them to interpret process outside of just following it. Basic knowledge of the Infrastructure Support environment and should be able to Coordinate on all the escalated Incidents.Associate Analysts provide support to multiple disciplines including Network, Mainframe, Application, Distributed Systems and SOC. These duties include the proactive and reactive identification, isolation and escalation of problems in the environment under the supervision of direct and Sr. Management. This would also include participation in changes involving traffic routes or other redirections and other 1st level operations to assist 2nd/3rd level support.Escalating issues to appropriate groups and running conference bridges (customer and technical) during a crisis and pushing support groups for resolution and mitigation of impact. It is critical that a resource drive the call to ensure that the investigation keeps moving.Providing technical assistance for various support groups using a wide variety of first level processes. This may also include following technical direction from 2nd level support to facilitate the resolution of issues.Interfacing with clients to provide in depth event status. The Associate Analyst must have a working knowledge of the general computing environment and its relationships to applications and the business units who own the services provided to our customers to ensure that they are able to understand and explain event status. At the Associate Analyst level this would include phone updates, running conference bridges or extended incident failure analysis bridges, paging, customer meetings or email updates.Performing hardware vendor dispatches following process and assisting in the resolution of issues with vendor supported products.Typically the Associate Analyst will work with the Manager on things that need to be addressed at a high level.Completing PPM requests related to general/technical workflow such as filtering alerts, adding whiteboards, manipulating mainframe regions within development, updating operational procedures etc. The Analyst will likely be involved in the assignment of PPMs coming into the FSC queue. PPM is a workflow tool used by EI to track all work requests and assignment of those requests to Analysts. Candidate DescriptionWilling to work on a Shift starting at 6 AM and Including Weekends.IT experience specifically in Systems Operations SupportShould have worked on Unix EnvironmentStrong problem Solving and should be a quick learner..ITIL Certification is an asset.Multi-tasking ability along with Conference Bridge / Crisis management.Behavioral Attributes Must have strong interpersonal skills and ability to work well in a collaborative working environment, yet may work independently as required. Must communicate with and work with management, peers and business customers.Must possess excellent problem solving skills as well as good written and oral communications.Demonstrable skills in building and sustaining Relationships, Team leadership, Influencing and collaboration.Business competence as evidenced by strong general, financial, operational, and systems support knowledge.Solid analytical and troubleshooting skills; ability to diagnose and recommend process improvements.Able to work independently and autonomously with minimal direct supervision.Capacity to effectively cope with change and shifts gears from project to projectSelf-motivated with a high degree of ownership and accountability for resultsWork collaboratively to effectively to get results
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-7


Mainframe | Software Engineer | System Administration
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