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The Tech Operations Engineer II monitors all cust. facing environments (Production, Certification, New Release, & Disaster Recovery) within the Clearing & Trading business units; remediates system & application issues & escalates in timely manner using guidelines developed within dept. to the appropriate next level of support; accurately reports incidents to mgmt & records each incident & request handled, whether the issue was received by alerting tools or by customer (internal or external).
Continues learning application functionality and recovery procedures.
Creates and enhances recovery procedures. Identifies process improvements within escalation procedures.
Documents timeline of events for incident reporting and post mortem.
Establishes bridge lines, executes broad notifications, executes and monitors chat channels.
Executes escalation protocol per application area.
Executes recovery procedures.
Reviews logs and determines possible recovery steps using tools through log analysis and problem determination. Identifies patterns of incidents and determine patterns for problem¿s root cause.
Utilizes monitoring systems to ensure system stability at all times and ensures all incidents are acknowledged in a timely and efficient manner.
Skills & Software Requirements:
Unix/Linux competency, MS Office, HP Openview (or equivalent monitoring tool), Incident Report tool, UC4.