CSOps_Support Engineering- Req ID 1292

Job description

Job Summary:

 

The RPA Support member will be responsible for supporting day-to-day operations of an Information Technology (IT) involved for global support. The role demands strong technical skill in understanding applications, network, databases, servers and storage troubleshooting and analysis. The role activities are also aligned with the proper maintenance of all VDI’s ensuring to fall under security compliance policies. The role recognizes the global requirements and interfaces necessary support to operate with consistency in supporting all regions and aligns with peers in those other regions. To understand and support on robotic process analysis on RPA platforms like Blue Prism. Handling all technical issues falling under RPA. Should be technically sound to do the analysis and evaluating the issue and provide effective solution by connecting various domain level team.

 

 

 

Essential Functions of the Job:

 

 

 

The scope of this role includes but is not limited to:

 

 

 

· 
Solving technical issues related to RPA platform on VM environment. Troubleshooting the basic network, application and access issues on Level 1 and Level 2 basis.

· 
Determination of root cause of incidents (configuration vs. defect)

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Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents

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Acts as a key player between SL and IT services. Ensures to enhance the services/process involved in RPA support for team benefits.

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Provides technical support to remediate basic incidents or technology change ticket orders to support VDI replacement, upgrades and other requests for remediation. Completes the restoration of service within specified SLA parameters with business.

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Provides for the ongoing operations, availability and stability for RPA infrastructure such as Servers, network and VM guest as per requirements and business directives.

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Supports and reviews Service Level Agreements (SLA), Key Performance Indicators (KPI) and other metrics to ascertain appropriate performance of all SN tickets related to VDI and it availability.

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Ascertains compliant performance and resource capacity available on VDI’s on ESX Server in accordance with EY compliance mandates and IT directives as part of metrics reviews and escalation procedures.

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Creates and maintains appropriate documentation of all VDI supported under RPA Support team to ensure up to date inventory and properly accounted.

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Supports and partners with IT management teams on changing Business and Usual (BAU) directives and advanced planning activities that affect the RPA team.

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Bridging between various team and if needed involving vendor support. Taking ownership of any issue reported on RPA platform.

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Work with peer to ensure that all RPA issues are addressed. Ensuring the uptime is consistent for all BOT (VM machines).

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Documenting all procedures related to RPA support. Accountable for every assigned task for fixing and delivering the right support.

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Drives initiatives within RPA team for better efficiency. Preparing technical tips and tricks of all important application which help for peer to troubleshoot the issue in a quicker way.

Adhere to E&Y and ITIL guidelines for Incident, Problem and Change Management.

 

 

Knowledge and Skills Requirements:

 

· 
Demonstrable knowledge of Windows 2000/2003/2008 server O/S

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General understanding of networking/LAN/WAN/DMZ concepts

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Basic of Hardware and networking

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Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams

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Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.

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Understanding of n-Tier application architecture concepts

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General knowledge of SQL2000/2005/2008

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Familiarity with SQL DBMS interface and integrated tools

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Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.

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Demonstrable knowledge and familiarity with T-SQL or PL/SQL

General understanding of various IT security concepts as they relate to production environments

 

 

 

 

Supervision Responsibilities:

 

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Actively participate in the firms’ performance management and development process

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Provide advice and guidance to colleagues where required.

Lead work streams on specific tools or product reviews used across teams

 

 

Other Requirements:

 

 

 

Additional requirements of this role:

 

 

 

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Participate in a shift pattern/on-call rotation providing covering 24 X 5  IST

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On Call and weekend coverage

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Flexibility in scheduling with a willingness to work extra non-standard hours

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Ability to work well within a multi-disciplinary team structure, but also independently

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Strong interpersonal and verbal and written communication skills

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Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)

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Ability to work in a culturally diverse and inclusive environments

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Required to work in a virtual Environment

 

Job Requirements:

 

· 

Position:

 

· 
Associate and Above

Rank:

 

· 
65

N o. of positions:

 

·   1

Education:

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Degree in Computer Science or related discipline.

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Further or Higher education standard qualification.

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Fluent in English language, written and verbal

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Other key languages as required

Experience:

 

 

 

· 
5 to 8 years in Application Management, Production Support environment/discipline

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Basic of Hardware and networking (A+/N+) or equivalent knowledge

Windows OS knowledge 

 

Certification Requirements:

 

Desirable qualifications (including country equivalents);

 

· 
ISEB Certificate in Application Management Essentials

· 
MCSA

· 
MCSE

· 
ITIL Foundation Certificate in IT Service Management