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TMOSS | Lead Support Professional, AVP (Middleware)

Bengaluru, KA
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Job Details

Be the technical middleware SME for customers, colleagues, stakeholders.Provide backup support to the L1 Operations team (e.g. Respond to alerts/incidents, execute itasks and Changes, etc)Provide L2 support to help resolve more challenging problemsTake active part in Incident resolution and act as 'Recovery Manager' in significant incidentsRegularly review existing SOPs to ensure they remain current.Define new SOPs when required.Attend change board meetings (CCB and FCC)Actively identify and address all PIR actionsManage delivery of projects to time, budget and expected quality.Manage delivery of Book-of-Work projects to time, budget and expected quality.Provide regional team with L2/L3 advanced support and interact with Middleware Engineering and Development team when required to identify and fix bugs in a timely manner.Customer Expectations Meeting and exceeding customer and stakeholder expectations Liaise with key stakeholders, including clients and production support team to gather requirements.Provide consultancy to Middleware clients advising them on best practices, helping them design solutions that utilise the Middleware infrastructure and its services.Respond to client escalationsEngage with other technology team (e.g. Storage, Unix, DBAs etc to maintain relationships and help resolve issues.Risk, Efficiency and Control Setting clear goals, internal controls, risk management, business efficiency, improvement and effectiveness Proactively identify risks, ensure they are recorded on the risk register and help devise solutions to address.Ensure the regional team following global SOPs; regularly review existing SOPs and define new ones where appropriateProactively identify risks, ensure they are recorded on the risk register and help devise solutions to address.Ensure regional team understand and actively contribute to risk management. People Management - Goal setting around team management, style, training and othersProvide support, knowledge transfer, training and mentorship to junior team members.Provide support, knowledge transfer, training and mentorship to junior team members.Manage local hiringManage local team issuesAssist with interviewing new candidatesThe Requirements Essential Experience (Must have)Subject Matter Expert in one or more of Middleware platforms IBM MQ, IBM Connect Direct, TIBCO RV.Unix support skills (basic commands ls, ps, grep, awk, vmstat, etc process troubleshooting)Unix shell-scripting (must be able to write/maintain a shell script).Understanding of core infrastructure technologies (VCS, SRDF, DNS, Firewall etc). Good understanding of networking concepts.Experience of working in a production support role in a large-scale, global, distributed infrastructure environment.Oracle (from developer/support point of view understand data models, create objects, run queries etc) AttributesStrong problem solving skills - ability to quickly analyse problems, understand, prioritise and actStrong organisational skills - able to track/prioritise own and others work.Strong team player able to work collaboratively and with colleagues based across the globeFlexibility, strong commitment to quality workExperience of working in a high pressure, high profile roleAble to manage multiple concurrent units of work. Manage own time effectively and escalate conflicts appropriately.ITIL Supplementary Experience (Good to have)Education Engineering Graduate/PG in any discipline.Knowledge of TIBCO product suite ( EMS,BW).Knowledge of Geneos, VCS, HPSM.
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 2-5


Database Administration (DBA) | Software Engineer | System Administration
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