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Role: KEDB L2 Support
Location: Raleigh, NC
Type of hire: Contract
Duration: 6-12 months

Job Description: -

JOB DESCRIPTION
Role overview Production Support acts as 1st and 2nd line incident analyst and provides general and technical expertise to investigate, diagnose and apply workarounds and standard solutions to incidents arising  primarily (but not exclusively) within this application domain area.
Key Deliverables Assess all available incident details to get a good understanding of the incident
Collect further information from end-users/customer if necessary
Check with 1st line to clarify questions about the content of the incident record or the classification
Diagnose what the incident could be triggered by
Verify the result of the initial support by consulting the KEDB (Known Error Database)
Check if further information gathering and / or different parameters are providing a match in the KEDB
Deep-dive investigation of incident tickets and resolve it within the pre-defined SLA timeframes
Escalate incident to 3rd line of support if no workaround / solution can be found within the threshold agreed by Service Level Management and described in the Incident Management Criteria document
Apply workaround / solution found by searching the KEDB and / or related problem records.
Check if workaround / solution has resolved the incident with the user
Update the incident with all relevant recovery details
Raises problems tickets
Raises change requests to trigger implementation of workarounds or solutions to incidents
Plan for events that impact the supported applications
Plan and execute release deployment activities
Perform and complete application reviews within the defined deadline
Monitor batch jobs and investigate job alerts / failures, and escalate to other IT teams (e.g. DBA, Unix, 3rd level support) as necessary
Additional duties
and responsibilities Process actor in reactive and pro-active problem management facilitated by the problem management
Process actor in request fulfillment and access management
Contributes to the knowledge management process
Contributes to the event, availability, capacity management process by providing technical expertise
Supports the continual improvement processes in incident, problem access, request fulfillment and knowledge management
Contributes to the knowledge transfer 2nd to 1st level by identifying, packaging and implementing solutions for routine tasks
Contributes to the knowledge transfer 3rd  to 2nd  level by deepening knowledge and expertise in the application domain area in working together with the respective AD function
Reviews and participates in changes to production
Qualifications/
competencies Hard Skills:
Experience in IT Process Management
Hands-on experience and good technical skills in
o PL-SQL
o Bash scripting
o Unix
o Linux
o Control-M (batch monitoring)
Familiarity in troubleshooting Pentaho workflows (ingestion, transformation, data APIs), monitoring/troubleshooting Spark jobs, Apigee integration, Collibra integration
Experience relating to the following business relevant processes:
o IT Service Operation
Certification:
o ITIL Foundation
Soft Skills:
Several years of successful management of customer facing teams and proven track record of leading by example
Excellent written and verbal communication skills and relationship building
Ability to cope with pressure and defuse high intensity situations
Values of transparency, accountability, commitment to excellence and client service quality
Energetic, proactive and forward thinking with clear leadership abilities to help drive team changes and improvements
Candidate must have attention to detail; have the ability to work independently