Infosys – CMTADM –Analyst Production Support– Romania
Infosys is a global leader in technology services and consulting. We enable clients in more than 50 countries to create and execute strategies for their digital transformation. From engineering to application development, knowledge management and business process management, we help our clients find the right problems to solve, and to solve these effectively. Our team of 240,000+ innovators, across the globe, is differentiated by the imagination, knowledge and experience, across industries and technologies that we bring to every project we undertake.

Wanted: Global Innovators to Help Us Build Tomorrow’s Enterprise

In the role of Analyst (Production Support), you will be responsible for proactive identification of issues in production environment leveraging observability tools with the aim of reducing MTTD and MTTR.

Location for this position is Romania.

Qualifications
Basic:

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• Extensive application support and maintenance experience (tier 2 and tier 3)
• Incident management & problem management
• Change management and production deployments
• Batch job management & production
• Dashboarding, automation and simplification
• Application transition and steady state support
• SLA & KPI management
• SOX Compliance activities

• Experience in telecommunication domain.
• Technical expertise

• App support: Java, UI & Mobile apps, Monitoring, Tracing, Alerting, MySQL, Cloud, L2/L3 support ,ITIL processes and ITSM tools (ServiceNow or equivalent), Handling 24x7 operations, critical incidents

• Interfacing with technical and business stakeholders – internal and external (Managers / Application owners, Support Analysts, Infrastructure Team, Developers and technology specialists)
• Managing and maintaining production environment
• Change management and application deployments
• Restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
• Coordinate all activities required to lead incident triage in compliance with SLAs and OLAs.
• Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.
• Preparing internal reports on Major incidents and leading their review with Executive Management.
• SLA & KPI reporting
• Onsite – Offshore coordination
• Flexibility to work in 24 X 7 environment