Hi, Guys
We got a new job opening detail
company name SAS Institute Inc
location : Pune, Maharashtra
description : :
Job Description:
Provides front-line Pune ETL Operations support to ensure global ETL Operations services remain highly available. Triages incidents using a combination of documented procedures, knowledge, experience, and other resources to resolve standard incidents at a L1/L2 level or to escalate to appropriate support teams. This team is available during Pune business hours and helps provide 24×7 coverage.
Primary Responsibilities:
Provides first-level technical support on all IT ETL Operations service areas, which includes assessing the service interruption, applying sound judgment and using troubleshooting skills to resolve standard customer issues, and quickly escalates complex issues to the appropriate support team.
Provide timely response to all incidents, outages, and performance alerts. Ensure incidents are managed in accordance with defined processes and standards to meet service level agreements.
Accurately documents the incident and all activities in the tracking system.
Uses established procedures, but also exercises some discretion and independent judgment to determine appropriate actions.
Serves as a liaison between employees and the IT division. Acts as an advocate for the customer.
Provides feedback and recommendations on how to build, strengthen and streamline processes.
Continually develops and retains a broad range of knowledge of various IT technologies to improve team and individual responsiveness to incidents.
Interacts with internal and external customers with enthusiasm and energy, maintaining coverage 24×7 and exhibits a willingness to go above and beyond to assist customers.
Works effectively in a global team environment with a focus on open communication and respect for cultural diversity.
Communicates with vendors or support teams to accurately record details of incidents using incident management software and maintains ownership of the incident relationship to ensure vendor performance in accordance with SLA’s.
Responds to emergency and data center facility incidents to maintain availability of the data center resources.
Manages time efficiently to ensure service quality, customer satisfaction and achievement of service management goals and objectives.
Partners with other IT support teams to expand skills and to complete level 1/2 tasks, as appropriate.
Shift working as per business demand.
Participate in a 24x7x365 on-call rotation.
Minimal to No travel
Additional Responsibilities:
May assist and train less-experienced specialists.
Recognizes ineffective/inefficient conditions and provides ideas for change.
Participates in meetings with users of IT ETL Operations services and with other IT departments to discuss problems, invite suggestions, and gather planning information.
Provide 1st level support for SAS mission critical and enterprise critical infrastructure, including 1st level support for SAS business customers after during Pune business hours.
Other Skills:
Understanding of support SLAs and ticket prioritization.
Multi-tasking capability to work on multiple tasks/issues in parallel.
Good problem solving, organizational, decision-making skills.
Sound written & oral communication and interpersonal skills.
Technology Requirements:
SAS:4, SAS Viya – 3.x or 4 (2+ Years)
Platform: Linux (2+ Years), Shell programming (Basics)
Database: Oracle or Postgres
Issue Tracking Systems: Jira, ServiceNow,
Other Skills: Basics of SAS applications, Application Specific Monitoring Tools and Technologies
Qualification:
Bachelor’s degree preferably in Computer Science
2-5 years’ experience in supporting production environment, preferably SAS solutions
Job Description:
Provides front-line Pune ETL Operations support to ensure global ETL Operations services remain highly available. Triages incidents using a combination of documented procedures, knowledge, experience, and other resources to resolve standard incidents at a L1/L2 level or to escalate to appropriate support teams. This team is available during Pune business hours and helps provide 24×7 coverage.
Primary Responsibilities:
Provides first-level technical support on all IT ETL Operations service areas, which includes assessing the service interruption, applying sound judgment and using troubleshooting skills to resolve standard customer issues, and quickly escalates complex issues to the appropriate support team.
Provide timely response to all incidents, outages, and performance alerts. Ensure incidents are managed in accordance with defined processes and standards to meet service level agreements.
Accurately documents the incident and all activities in the tracking system.
Uses established procedures, but also exercises some discretion and independent judgment to determine appropriate actions.
Serves as a liaison between employees and the IT division. Acts as an advocate for the customer.
Provides feedback and recommendations on how to build, strengthen and streamline processes.
Continually develops and retains a broad range of knowledge of various IT technologies to improve team and individual responsiveness to incidents.
Interacts with internal and external customers with enthusiasm and energy, maintaining coverage 24×7 and exhibits a willingness to go above and beyond to assist customers.
Works effectively in a global team environment with a focus on open communication and respect for cultural diversity.
Communicates with vendors or support teams to accurately record details of incidents using incident management software and maintains ownership of the incident relationship to ensure vendor performance in accordance with SLA’s.
Responds to emergency and data center facility incidents to maintain availability of the data center resources.
Manages time efficiently to ensure service quality, customer satisfaction and achievement of service management goals and objectives.
Partners with other IT support teams to expand skills and to complete level 1/2 tasks, as appropriate.
Shift working as per business demand.
Participate in a 24x7x365 on-call rotation.
Minimal to No travel
Additional Responsibilities:
May assist and train less-experienced specialists.
Recognizes ineffective/inefficient conditions and provides ideas for change.
Participates in meetings with users of IT ETL Operations services and with other IT departments to discuss problems, invite suggestions, and gather planning information.
Provide 1st level support for SAS mission critical and enterprise critical infrastructure, including 1st level support for SAS business customers after during Pune business hours.
Other Skills:
Understanding of support SLAs and ticket prioritization.
Multi-tasking capability to work on multiple tasks/issues in parallel.
Good problem solving, organizational, decision-making skills.
Sound written & oral communication and interpersonal skills.
Technology Requirements:
SAS:4, SAS Viya – 3.x or 4 (2+ Years)
Platform: Linux (2+ Years), Shell programming (Basics)
Database: Oracle or Postgres
Issue Tracking Systems: Jira, ServiceNow,
Other Skills: Basics of SAS applications, Application Specific Monitoring Tools and Technologies
Qualification:
Bachelor’s degree preferably in Computer Science
2-5 years’ experience in supporting production environment, preferably SAS solutions