Level One Support DBA

Level one Support Engineer Role is not limited to a particular application or firewall troubleshooting and demands the engineer to be well versed with the basic concepts of different operating systems and database servers that can be used to operate/engage in all possible scenarios. Your first and foremost responsibility would be to update incident tickets and resolve technical issues through debugging/ troubleshooting and investigation. You need to ensure incidents tickets are updated with progress details in a timely manner.

What the Role needs to Achieve

• Process driven, operationally focused.
• Professional and positive, with outstanding customer-facing practices.
• Analytical and diligent, with great attention to detail.
• Resilient: ability to cope successfully under pressure and with shifting priorities.
• Effective collaborator and communicator at all levels.
• Self-motivated and self-sufficient enthusiastic team player, able to work on own initiative.
• Assertive, adaptable, collaborative and creative.
• Can-do attitude, willing to go the extra mile.
• Awareness: in touch with the day-to-day challenges of the Team.
• Consistently follows-up and follows-through on delegated tasks and action.

ROLES AND RESPONSIBILITIES

• Own customer / user problems and be preemptive when dealing with issues.
• Strictly adhere to established set of processes while handling incident requests.
• Abide by SOP’s for appropriate escalation of unresolved issues to respective internal teams.
• Make certain that all calls are logged in the ticketing system & every activity is timely updated.
• Identify and learn more about the software and hardware used/supported by the organization.
• Follow approved life cycle methodologies, create documentation for design and testing.
• Ensure SLA obligations with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion.
• Build strong awareness of platforms across product lines and clearly eloquent support decisions and findings.
• Willing to work in 24×7 environment in not just limited to night shifts.
• Have a strong understanding of incident SLA management & ITIL concepts.
• Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics.
• Maintain status of problem resolution and stake holders on resolution status.

ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED

• Basic understanding of Oracle – RAC, MSSQL-Always ON, DB2 HADR and different replication methodologies.
• Understanding of Database installation, configuration, management.
• Performing upgrades of the database and software to new release levels.
• Hands-on experience in infrastructure, performance monitoring and management tools escalate issues to relevant stakeholders.
• Should have experience in server patching & antivirus troubleshooting.
• Should be able to work on different database at the base level i.e. Oracle, MySQL, MSsql, DB2 and Mongo Sybase, Hana, MaxDB at the basic level.
• Managing the storage structures of the database.
• Managing users, privileges and security.
• Managing database objects, such as tables, indexes, and views.
• Backing up the database and performing recovery operations when necessary.
• Knowledge on different OS i.e. Linux, HP-UX, SUSE, AIX and Windows as per the database requirements.
• Monitoring the state of the database and taking preventive or corrective action as required.
• Diagnosing and reporting critical errors to OEM Support Services.
• Exposure in upgrade, patching in RAC and non-RAC environments.
• Administering RAC databases – Handling Outages, working with support, creating services, Trouble shooting performance issues – DB, Instance, RAC & ASM level.

EDUCATIONAL QUALIFICATIONS

• E./ B. Tech in Computer/Electronic/IT or M.C.A or higher from a recognized university.
• Up to date and relevant ITIL certification.
• VMware Certified Professional / Advance Professional.
• MCSA / MCSE / MCITP.
• RHCE or equivalent.
• Citrix Certified Professional/ Expert – Virtualization (CCP-V).
• Citrix XenServer Certified (CC-XenServer).
• Amazon Certified Professional.
• Google Certified Professional.

EXPERIENCE

• 2+ Years’ relevant experience on a high-volume enterprise help desk or similar support role.