Project Role : IT Customer Service Representative
Project Role Description : Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.
Must have skills : DevOps, PL/SQL
Good to have skills : Python (Programming Language), Linux Operations, Kubernetes
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an IT Customer Service Representative, you will manage delivery for IT production systems and services. You will drive incident, issue, and outage management, investigation, and restoration. Your typical day will involve ensuring the smooth operation of IT systems and promptly resolving any issues that arise. You will collaborate with various teams to provide solutions and contribute to key decisions. Your role will be crucial in maintaining the efficiency and effectiveness of our IT operations. Roles & Responsibilities: - Expected to be an SME, collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Ensure the smooth operation of IT systems and promptly resolve any issues that arise. - Collaborate with various teams to provide solutions and contribute to key decisions. - Manage delivery for IT production systems and services. - Drive incident, issue, and outage management, investigation, and restoration. - Additional responsibility 1: Foster a positive and collaborative work environment within the team. - Additional responsibility 2: Continuously improve processes and procedures to enhance efficiency and effectiveness. Professional & Technical Skills: - Must To Have Skills: Proficiency in DevOps. - Good To Have Skills: Experience with Python (Programming Language), Linux Operations, Kubernetes. - Continuous delivery and configuration management of the Cloud products using variety of deployment tools. - Effectively and quickly respond to deployment requests and provide overall technical support for the product suite. - Work closely with subject matter experts within various Engineering teams. - Support user tickets and change requests are handled according to -agreed SLAs for response time, updates, and closure. Develop and automate manual tasks to improve day-to-day activities and scalability of time-consuming operations. - Manage complex deployment projects – such as setting up new sites, business continuity (DR), provide guidance and recommendations to technical teams, and clearly communicate progress and issues encountered to management teams. - Certificate management, certs renewal and debugging issues. - 5-7 years of experience working in a Unix environment. - Experience in provisioning and managing public cloud Environment, preferably GCP and AWS. - Experience in Cloud provisioning tools, preferably Terraform. - Experience in CI/CD and DevOps tools like Jenkins, Artifactory, Docker, Vault. - Development experience with Python/Go/Groovy DocuSign. - Triage and support system applications including but not limited to Apache, DNS, mail solutions, SSH, TCP/IP, NFS and common Internet protocols. - Excellent knowledge of operating system internals, file system structures and machine architectures in a Linux operating environment. - Experience and excellent knowledge of certificate management. - Ability to write and maintain Perl/Python and Shell scripts to automate processes and enhance productivity. - Basic knowledge of Hana database administration. - Outstanding interpersonal, analytical, and communication skills. - Must be reliable and dependable with ability to multi-task across various functions. - Strong understanding of DevOps principles and practices. - Experience with CI/CD pipelines and automation tools such as Jenkins or GitLab. - Hands-on experience with containerization technologies like Docker. - Knowledge of cloud platforms such as AWS or Azure. - Familiarity with configuration management tools like Ansible or Puppet. - Solid understanding of networking concepts and protocols. Additional Information: - The candidate should have a minimum of 7.5 years of experience in DevOps. - This position is based at our Bengaluru office. - A 15 years full-time education is required.