Associate Software Engineer
Current•The major objective is to return service operations to normal as soon as possible to reduce the negative impact on business and to maintain the highest level of service quality and availability consistent with Service Level Agreements.•Taking the helm of high-profile Critical and Major incidents in challenging situations while enlisting international internal and external support teams.•Creating plans for restorative action for incidents that have escalated.•Provide clients and executive level stakeholders with oral and written information regarding Critical and Major Incidents.•Within five business days after the incident, produce the Major Incident Root Cause Analysis report.•Produce regular reporting and analysis for Major Incident Management.•Utilize Continual Service Improvement principles to review and improve the escalation management process.•Coordination and communication with all pertinent parties, including vendors and third parties, in order to gather data and/or take action that will enable a solution•Major Incident Management processes must be properly taught to all resources.Databases, applications, networks, systems, and storage are all actively monitored.•Service verification to guarantee effective execution.•SLA Management and Maintenance.•Log defects against system problems, then follow up for successful resolution.•The study and resolution of problems with effectiveness and efficiency is the main responsibility.•Identify bottlenecks using trend analysis of application data.•Management of maintenance activities to prevent any downtime.•Daily and monthly performance summary report for applications.•Preparing data relating to incidents for audit.
