Sr Tech Ops Engineer - India

The Sr Tech Ops Engineer monitors all customer facing environments (Production, Certification, New Release, & Disaster Recovery) within the Clearing & Trading business units; remediates systems & application issues in these environments; escalates in a timely manner following guidelines developed within the dept to appropriate next level of support; accurately reports incidents to mgmt & records incidents & requests handled by alerting tools or by customer (internal or external). Principal Accountabilities:

• Continues learning application functionality and recovery procedures.
• Documents timeline of events for incident reporting and post mortem.
• Ensures all support parties are engaged on issue. Participates in crisis line and relays technical or customer information. Looks for trends and monitors logs associated with crisis.
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  Executes escalation protocol per application area.
• Executes recovery procedures.
• Moves into crisis management by utilizing virtual room using escalation tools and documented procedures. Participates in developing all necessary documentation, ensuring ECCs, timelines are submitted. Utilizes phone etiquette to efficiently guide and control incident escalation.
• Reviews multiple systems logs and analyzes for root cause to determine recovery. Understands trending of application incidents through analysis of execution times and patterns specific to application.
• Utilizes monitoring systems to ensure system stability at all times and ensures all incidents are acknowledged in a timely and efficient manner.
  

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