Service Assurance Engineer - Ontario, Canada - infinity Solutions

    infinity Solutions
    infinity Solutions Ontario, Canada

    1 month ago

    Default job background
    Full time
    Description

    Required Skills:
    Strong Vision Plus Experience
    Strong Mainframe knowledge Mainframe (COBOL, DB2, IMS) / Account Receivable/Card Domain/Payment Gateway domain knowledge
    Excellent in verbal and written communication skills.
    Expert in CMS Module
    Good Analytical and Debugging Skill.
    Good understanding of ITIL (Event, Incident, Release, Problem and Knowledge Management) is critical to success

    Roles & Responsibilities:
    Accepting, investigating, and restoring the incidents within the ITSM prescribed timeline.
    Liaising with upstream and downstream systems for prompt restoration of incidents
    Providing periodic communication to users on the progress of investigation

    Bridge Management:
    Providing end to end support for MIM reported incidents. Scrum team would be invited to MIM Bridge as primary stake holder.


    Problem Management:
    Identifying repeated incidents and categorizing them into problems for root cause analysis and permanent resolution.
    Creating and assigning problem records to Scrum team in ServiceNow.


    Event Management:
    Working with Monitoring Team to identify the scope of onboarding new monitoring solutions.
    Gathering performance statistics for services and producing SLA Report for 3rd Party Usage.

    Working on proactive alerts (from monitoring tool from ECC, BMC, SFT, etc.) by liaising with respective teams to avoid application outage.

    Monitoring Infrastructure, server health based on ECC reports, BMC Patrol tools.


    Change Management:
    Managing scheduled maintenances including server patching and software version upgrades ensuring Amex compliance.
    Participating in Enterprise Level Changes for Validation only.
    Performing impact analysis and providing approvals for E2/E3 changes.


    Knowledge Management:
    Documentation of known errors and known workarounds for frequently occurring issues as knowledge articles in ServiceNow.
    Contributing to continuous service improvement by documenting best practices as knowledge articles in ServiceNow.
    Continuous review and amendment of published knowledge articles and retiring of knowledge articles as applicable.