Knowledge and experience in the following: 

• Handle high priority issues and make sure all pertinent details are gathered from the customer.
• Should be able to probe and gather all necessary data using all tools and resources available before escalating to Mid/Senior Operations Engineer or to TOP Primary/Secondary or assigned EOCs. 
• Ownership of low customer production (P3 and P4) issues 
• Responsible for all customer and internal communications on customer  production priority (P1, P2, P3 and P4) issues 
• Managing the Support JIRA queue ensuring issues are reviewed and assigned within SLA. Also responsible for ensuring follow up on all open support tickets 
• Monitor Client’s hosted customers using various Enterprise Monitoring solutions (Foglight , Sitescope, Splunk, Omniture) 
• Develops and maintains appropriate system documentation and processes and ensure it is kept up to date. 
• Assist in identifying process improvements required to aid operational success 
• Assist in product setup and control of Integration, Pre-Production and Production.

QUALIFICATIONS: 

• Candidate must possess at least a Bachelor’s/ College Degree, Engineering (Computer/ 
• Telecommunication), Computer Science/ Information Technology or equivalent 
• Linux/Unix administration skills required, knowledge of scripting is a plus 
• Working knowledge of Java, JBoss, Apache Tomcat, Oracle, SQL, Postgres, CVS/SVN, XML 
• Strong analytical and investigative skills 
• Implementation work experience (for senior role) 
• Excellent customer service, communication and interpersonal skills 
• Experience knowledge of Enterprise monitoring solutions 
• Development (Java) and scripting skills (Preferred) 
• Quick learner with willingness to share knowledge and ideas. 
• Self-motivated 
• Team player 
• Previous experience in a Travel Industry (Preferred)