Monitor, react to and investigate incidents raised by business partners or as a result of system generated alerts
Use incident management process to create, track and document all communications regarding incident investigation, status and resolution
Monitor and analyze application performance logs as wells as infrastructure related metrics/data
Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics
Consult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability
Work with senior management and support team members as required to resolve issues, engage development teams when appropriate and collaborate with operation teams
Collaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations
Consult and align to workflows related to support processes including troubleshooting methodology
Participate in development team managed Knowledge Transfer (KT) to gain knowledge of new products and emerging technologies related to authentication and authorization services
Use defect management system to request expert analysis or to report bugs that require development intervention to resolve
Other Duties:
Provide training as requested on new support processes and technologies
Align to local/regional workdays and business hours
Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education
Experience:
Mid-seniority experience supporting web applications and systems
Experience supporting Java based applications
Experience using ITIL certified software to document and track issues
Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, Datadog, AWS CloudWatch. MS AppInsight
Experience with Kubernetes for cloud-based applications at a mid-senior level is an advantage.
Other Desirable Knowledge, Skills, Abilities or Certifications:
Excellent written and spoken English communication skills.
Strong customer service orientation and interpersonal skills.
Proven ability to understand logical sequences, perform root cause analysis, identify problems, and escalate issues.
Capable of working independently.
Must be able to document and illustrate cause and effect as part of problem-solving.
Certifications in AWS, Azure, and ITIL are desirable.
Proficient in writing queries to retrieve data for analysis.
Experience with technologies such as Linux, Apache, JBOSS, J2EE, JavaScript, ELK, and MSSQL.
Knowledge of REST API web services.
Familiarity with Linux, Apache, JBOSS, J2EE, Bash/Perl scripting, and ELK for log analysis.
Development-Operations (DevOps) knowledge supporting web-based applications is advantageous.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

IT Support Engineer

Job Description

Required Skills