Systems Lead

Beschreibung:

Company Description:

(COMPANY NAME) Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients' businesses through designing the products and services their customers truly value.

Job Description:

* Resolve business /functional issues which could be resolved by L1 team
* Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
* Perform Ad-hoc support tasks and prepare reports for business
* Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team
* Resolve the incidents/issues as per agreed SLA
* Address the service requests as per agreed SLA
* Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
* Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
* Perform the shift handover activities as per agreed SOPs
* Participate in problem management, change management, knowledge management, even management etc.
* Update knowledge base with new learnings, changes in resolution steps etc. in timely manner
* Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools
* Help shift/team lead to prepare to various operational reports required by internal and external stakeholders
* Contribute to support reusable assets and internal knowledge sharing sessions
* Work to build-up skills for L3 support level
* Work on POC of different solutions, tools etc. POC
* Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.
* Work on automation of manual activities if possible and share the details of automation opportunities with L3 team

Qualifications:

* 3+ yrs of experience in application/ production support experience
* Good knowledge of TSQL, SQL Server, SQL Jobs - SQL, SSIS, SQL Agent Job monitoring.
* Strong debugging skills; expereince debuging independently and do RCA.
* Good knowledge of AWS
* Good knowledge on ticket system like ServiceNow
* Strong Communication and documentation skills
* Advance English (C1 level)
Nice to have
* Good knowledge of capital management domain, and prior experience in Everest (& Geneva) would be very helpful.
* Knowledge of ETL and data warehouse concepts.
* Knowledge of Airflow, Snowflake and DBT.
* Basic understanding of .Net

Additional Information:

Schedule: Monday to Friday 9 AM - 6 PM
What you'll get!
* Access to Prepaid Medical Plan
* Employee engagement activities and events
* Hybrid Work Environment
* Flexible Schedules
* Technical training, soft skills development, technical certifications, access to online libraries and e-learning platforms
* Wellness Program
* Career progression plans - Career path program