Skills required are :
Proactive monitoring: Initiate Database administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. Record the findings and analysis in to the ticket
Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or KB for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome
Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians.
Process::
- Prepare RFCs and represent RFC in the CAB for approval of changes.
Assign approved changes to L2 group to implement them
- Conduct repeat incident analysis to identify proactive problem tickets and work on the permanent fix for the issues
- Gather information from vendor, customer, analysis from the troubleshooting, resolution steps implemented etc. and update the tickets regularly, as per the defined process.�
- Prepare a detailed shift handover report for the next shift engineer
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.
MS SQL:
- Performs database space/health monitoring tasks.
- Handles user access requests and easy permission changes.
- Supports routine backups and job failure resolution.
- Executes DBCC checks under direction.
- Assists L1 engineers in troubleshooting.
Azure SQL DB:
- Familiar with Azure SQL connectivity models and networking basics.
- Understands service tiers, DTU/vCore models.
- Basic knowledge of Azure Monitor and Alerts.