SL2 Support engineer (offline)

Project Description:
Regulatory Reporting full cycle delivery, starting from high-level requirements definition and through to detailed technical design and implementation.
Most of the solutions are in live state (delivered to PRODUCTION) and have strict SLAs.
Responsibilities:
Production Environment monitoring, Issues Resolution
Set up all needed access to existing and new applications/resources
Control SLA and notify Luxoft management/Client in case of unexpected behavior
Support end-to-end data flows and health/sanity checks of the systems/applications
Escalate the issues (internally to Group lead/PM) with environment/application health at 6 PM (end-of-day report)
Logs review, data discovery in database tables for investigation of workflows failures. Raise a defect and start pro-active work on resolution when the issue got identified. Escalate unexpected behavior found during logic review (bugs in implementation) to the implementers team
Investigate and supply analysis for fix application/configuration issues on production environment (improper configuration/deny of services etc.) , support defect fixes rollouts
Contact/chase responsible support/upstream/downstream/cross teams and ask for root cause analysis from them on issues preventing end-to-end flow to work as designed (other development/service teams to get details on disruption of services/unexpected behavior, incorrect data flow from external applications)
Regular update on issue status until addressed (at least hourly update in written form), notifying the client on status change, expected time to address
Participate in ad-hoc/regular status calls on environments health with the client to discuss critical defects/health check status
Work with XML, jms, MQ, basic SVN (version control), basic sFTP, Control+M (scheduler),Informatica, Geneos, Oracle database, mailbox-monitoring, Incident Management (ITIL tools) and project tracking systems; perform actions needed in order to support service continuity/quality
Update knowledge articles on new issues (classify known issues, symptoms and workarounds/fixes)
Use latest support tests for coverage/fast issue detecting
Request the change of configuration/code to another configuration engineers team based on issues found during root cause analysis supported by investigations results
Mandatory Skills:
3+ years of experience as a Production Support Engineer
English (written, spoken - upper intermediate), analytical mindset, responsible, multi-tasking, client oriented, strong communication skills, proactive behavior and strong problem solving skills, Able to work under pressure
Strong Database knowledge (PL/SQL, Oracle technology and tools knowledge is a must) 3+
Practical experience with data gathering and processing, data discovery 2+
General experience with support of reporting systems 2+
Nice-to-Have Skills:
Knowledge of solution monitoring/audit controls is highly desired
Experience in Unix environment (Linux or Solaris or FreeBSD), installation, configuration, shell scripting is a plus

About luxoft.com

Luxoft (NYSE:LXFT) is a global consulting partner that offers end-to-end digital solutions to solve clients’ complex business challenges.

We are a new class of digital service provider that combines consulting, strategy, and engineering at scale. We use this to drive business change by applying engineering excellence, deep domain expertise, and our senior software engineering talent to improve your client’s customer experience, boost your operational efficiency, and strengthen your competitive advantage.

We have expertise in automotive, financial services, healthcare, life sciences, telecommunications, and other industries. As a highly committed partner, we take customer challenges as our own. Our dedication stems from a passion for technology and a bespoke attention to your needs.

With over two decades of consistent, timely delivery and management of complex projects, we now serve over 280 active clients. With our headquarters in Zug, Switzerland and 42 global locations, we operate in 21 countries across five continents, providing you with robust global delivery platform. With about 12,700 employees, we have the best technology talent to support your business needs.

Company website:
http://luxoft.com