About Trantor
Founded in 2009, Trantor is a leading software services company headquartered in Menlo Park, California. We deliver innovative technology solutions which enable our clients to achieve their business objectives holistically keeping the big picture in the front and center.
People working at Trantor practice pragmatism in software engineering and focus on customer success. This has led to extremely positive long-term working relationships with our clients and solution partners. They participate in different forums at Trantor to solve complex business and algorithmic problems across business domains. They also actively participate in and nurture the local tech communities.
Please visit https://trantorinc.com for more details.
Why work at Trantor
- We value diverse perspectives and hire to enrich our teams with new ideas and perspectives.
- Your learning is a top priority. We actively structure teams and projects to maximize individual growth and opportunities.
- You are encouraged to communicate openly and share opinions irrespective of your role or designation..
- Good work/life balance - We have strong work ethics towards our customers; at the same time we also value your life outside of work.
- Many of us have worked together at previous companies, and choose to work together again and again because we respect one-another.
The Senior Incident Response Specialist is responsible for the 24x7x365 monitoring and remedial activities in support of IT and Cloud Services. The candidate will be first point of escalation for all Infrastructure and Application monitoring incidents and requests in a fast-paced professional environment.
Job Role:
- Monitor, create amp; triage incidents.
- Manage a Team of L1 Specialist's. Act as an Escalation point for unresolved tickets.
- Assist L1 Specialists in RCA and remediation when required.
- Coordinate with the customer in real time for High Priority incidents.
- Responsibilities will include, but are not limited to ongoing monitoring, ticket creation, updates, management, escalation and notification as warranted, and participation on Incident calls as needed. Adherence to established OLA’s/SLA’s.
- Maintain a culture of continuous improvement, by providing suggestions for process improvements, providing updates to documentation, providing assistance and transfer of knowledge to peers in your area of expertise.
- Create documentation amp; SOP for easing out tasks amp; resolve Infrastructure related issues.
- Respond to all tickets within SLA timeline
- Escalate: In case of specific pre-identified issue types, reach out to the respective SPOCs in the other Teams to remediate/ restore
- Provide Application Support
- Analyze Logs for failure patterns across customers.
- Log alerts for application failures
- Monitor jobs running on applications. Restart/Restore the job as per original schedule in case of any failure
- Add/Remove/Modify metrics and thresholds in consultation with customer.
- Write Automation scripts for self-healing.
- Assist L3 Specialists when required.
Candidate Profile:
- At least 3+ years of experience in a similar role.
- Excellent troubleshooting skills on Windows Server 2008/2012/2019 and Linux (Ubuntu, Red hat derivatives)
- Excellent knowledge of Network technologies is required
- Good Knowledge of Cloud Platforms and Cloud technologies including but not limited to AWS, Azure and GCP.
- Excellent understanding of Infrastructure monitoring. Good exposure on any monitoring tool like Zabbix, Nagios, SolarWinds, Data Dog, Dynatrace, SCOM, ManageEngine etc. Sys Admin experience on Monitoring Tools is a plus.
- Excellent knowledge of at least one ITSM Helpdesk tool like ServiceNow, ManageEngine SDP, Zendesk, Freshdesk, OTRS etc.
- Preferably ITIL Certified
- Good Scripting knowledge. Ability to write Automation scripts.
- Excellent written and verbal communication.
- Experience in managing Teams and acting as an escalation point for both L1's and Customers.