Apart from job satisfaction, we can offer you:
HEALTH:
WEALTH:
YOURSELF: Internal growth and development programs & trainings
Job Description Summary:
The team is responsible to support the Calyx CTMS application, Calyx Platform, and all system integrations on production. The team performs second-level support: we are contacted when the first-level support has exhausted their knowledge and can’t resolve an incident themselves. We also own Problem management for repeated incidents (identify the root cause and suggest permanent resolutions. We have a few teams on our right that we can escalate to get further support: the database team, IT hosting team, and Product engineering team but our philosophy is to shift left every time it is possible, so our team is for most of the time the final team in an incident resolution or problem identification for Calyx CTMS and integrations.
Key Accountabilities:
Incident Resolution
Troubleshoot complex incidents on Calyx CTMS or integrations.
Develop Oracle PL/SQL data fix scripts
Problem Investigations
Analyze causes of incidents via Oracle backend (audit trail tables…) or web tier logs (catalina, http requests…), Tibco, or Informatica logs.
Analyze database performance issues (Oracle execution plan, statistics gaps, index issues…)
Review Java errors and review Java Source code
Cross review, correlation analysis of Application Performance Monitoring tools: transform information to ideas then ideas to new investigation paths up to cause evidence and changes
Coordinate some investigations that require input from various L3 teams (GDM, Hosting, or Engineers)
Others
Automate repeated manual tasks (tune queries, automate data extracts…) [e.g., Linux shell script]
Work with R&D to prioritize defects and raise ideas to enhance Calyx products
Lead Internal Problem reviews for a given client to help Service Delivery Managers.
Work with Solution Deployment team on change implementations
Share your knowledge with others (e.g. Articles in Service Now)
Skills:
Excellent interpersonal, verbal, and written communication skills
A flexible attitude with respect to work assignments and new learning
Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.
Must have the ability to work methodically in a fast-paced, time-sensitive environment
Demonstrable ability to apply critical thinking to problems and tasks.
Ability to identify and implement process improvements
Proactively participates in skills improvement training and encourages their teams to participate
Maintains up-to-date awareness of trends, tools, technology, techniques, and processes that affect technology within the Life sciences domain
A self-starter and able to work under own initiative
The ability to work flexibly to cover a range of different shift patterns when required which may include unsociable hours.
Adherence to the Calyx core values.
Minimum Work Experience & knowledge
3-5 years of prior experience in CTMS application support environment (OR) 3-5 years of prior experience with Tibco and Informatica to support integrations of data flow between systems.
3-5 years of experience with PL/SQL (solid knowledge of SQL is required). Oracle database experience is a plus.
Experience with performance tools such as MS Azure AppInsight, Dynatrace or AppDynamics, is a plus.
Knowledge of the ITIL framework is desirable.
Education
Degree in engineering or other relevant experience required.
Come as you are.
We’re proud to be a Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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