Performing daily monitoring, reporting and being part of shift roaster in accordance with SLA/OLA and procedures
Perform basic monitoring tasks.
Perform initial high level investigation and escalate to relevant team.
Ensure timely and accurate status reporting as per defined procedures.
Good understanding of SLA/OLA to identify task priorities Incident, Request, Problem management as per defined guidelines
Track all efforts accurately against all impulse entries.
Ensure right data quality of Symptom/ Root Cause/ Severity/ Priority of all tickets.
Regular update of status and comments on tickets.
Ensure responsible team is correctly assigned in agreement with stakeholders. Follow up and define Post Mortems and Remediation actions to improve production
Follow up with the relevant teams to ensure PM is published.
Act on all remediation actions assigned as per timelines defined. Maintain valuable collaboration with internal and external partners
Awareness of all stake holders for the feature/application.
Participate in governance meetings/ interactions with stakeholders to understand the concerns and share updates. Change management and smooth transition of services
Aware of upcoming changes and related impacts.
Consult with right contacts on the impacts. Ensure Knowledge base and training material are up to date (Jive, known error database etc.) and contribute towards knowledge sharing
Make sure the documents are relevant and up-to-date
Ensure the documents are simple & can be clearly understandable
Keep track of the changes made into the documents are well maintained & circulated with all team members Anticipate and propose action plans for continuous improvement on production to gain efficiency, stability, etc.
Identify improvement areas on production processes.
Identify automation used cases. Contribute to sustain and improve production support practices
Adhere defined production support practices
Participate in Pr
📌 Lead Software Engineer (Bengaluru)
🏢 Societe Generale Global Solution Centre
📍 Bengaluru
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