SL2 support Junior (offline)

Work in a highly motivated and professional team in order to provide 24/7 SL1/SL2 service for the client which main area of business in data transaction for an external client what cause-specific attentions to SLA and data quality. (note: position include Night support)

Benefits :
 Flexible schedule,
 Extra weekends
 Bonuses for non-BAU support
 Transfer to the office during non-bau hours.

Responsibilities:
 Production Environment monitoring, Issues Resolution;
 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 ;
 Logs review, data discovery in database tables for investigation of workflows failures Raise a defect and start pro-active work on the resolution when the issue got identified. Escalate unexpected behavior found during the logic review (bugs in implementation) to the implementer's team;
 Investigate and supply analysis for fix application/configuration issues on the 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;
 Working with business users service request which includes investigation of business logic and application behavior:
• Work with different data format transformation processes (XML, Pipeline);
• Work with source control tools (GIT/SVN) in order to investigate config or data transformation related issues;
• Work with middleware and schedulers - data flow and batch process control.
 Design and configuration of monitoring systems - functional and data quality monitoring.
 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:
 0,5+ years' 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
 General experience with the support of reporting systems
 Experience with ITSM (Jira/ServiceNow)
 ITIL will be a benefit