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T1 production support
Ref No.: 18-59258
Location: Richardson, Texas
Position Type:Contract
Start Date: 08/16/2018
 Requirement:
•    Excellent Written and Verbal communication
•    Expertise in monitoring matrix understanding for system and application monitoring using tools like Splunk, Nagios, Introscope, Dynatrace, Stie Scope etc.
•    Basic Troubleshooting skills
•    Basic understanding of Linux
•    Understanding of Change Management and Outage Management Processes
•    Experience in capturing application performance matrix and availability using different tools
•    Knowledge of application security at different layers (Web Server Certs, load balancers etc.)
•    Knowledge of Network technologies like TCP/IP, DNS, VPNs, reverse proxies, routing, switching, firewalls, load balancing etc.
•    Awareness of AWS hosted environments
•    Ability to quickly establish credibility and trustworthiness with key stakeholders
•    Experience in maintaining SLAs for application uptime
•    24X7 Support in 3 shift on rotation basis including weekends

Responsibilities:
•    Study existing technology landscape and understand current application workloads
•    Understand and document T1 related technical requirements from client
•    Monitor production environment and act on alerts to resolve issues
•    Perform daily health checks and sanity testing of application following infrastructure, application, and environment changes or following a network event.
•    Monitor systems and application closely , resolve any issue arising as per M&P
•    Engage appropriate stakeholders for production issues resolution
•    Work on Production Incidents resolution
•    Participate in  HA/DR exercise
•    Troubleshoot production issues
•    Mentor the team members to build competencies
•    Liaise with the delivery team, client, ADBA teams to address production issues and enhancement requests
•    Participate in status update meetings and technical discussions with client
•    Follow monitoring SLA and send outages as per directions and M&P to gather all the stake holders
•    Work with centralized production support team to send the outage notifications
•    Develop and maintain M&Ps
•    Comply with AT&T production change policies and guidelines.
•    Update/Status/Close any active AOTS tickets assigned to Tier1 Queues.
•    Maintain accurate application contact call-out information for Tier1 in-scope applications.
•    Follow call-to-work ("C2W”) standard practices to ensure all required participants are engaged to effectively manage incidents\
•    Serve as first responder to triage, outage, and other C2Ws
•    Work with Tier2 and tooling teams to identify opportunities for better application performance.
•    Establish application support chat rooms with 24x7 Client team presence
•    Identify new opportunities for business process improvement.