Developer- Pl/SQL

Location: Raleigh, North Carolina (Day 1 On-site)

Employment type: Full time

Experience: 3-5 years

JOB DESCRIPTION

Role overview· Compliance Production Support acts as 1st and 2nd line incident analyst and provides general and technical expertise to investigate, diagnose and apply workarounds and standard solutions to incidents arising primarily (but not exclusively) within this application domain area.

Key Deliverables· Assess all available incident details to get a good understanding of the incident· Collect further information from end-users/customer if necessary· Check with 1st line to clarify questions about the content of the incident record or the classification· Diagnose what the incident could be triggered by· Verify the result of the initial support by consulting the KEDB (Known Error Database)· Check if further information gathering and / or different parameters are providing a match in the KEDB· Deep-dive investigation of incident tickets and resolve it within the pre-defined SLA timeframes· Escalate incident to 3rd line of support if no workaround / solution can be found within the threshold agreed by Service Level Management and described in the Incident Management Criteria document· Apply workaround / solution found by searching the KEDB and / or related problem records.· Check if workaround / solution has resolved the incident with the user· Update the incident with all relevant recovery details· Raises problems tickets· Raises change requests to trigger implementation of workarounds or solutions to incidents· Plan for events that impact the supported applications· Plan and execute release deployment activities· Perform and complete application reviews within the defined deadline· Monitor batch jobs and investigate job alerts / failures, and escalate to other IT teams (e.g. DBA, Unix, 3rd level support) as necessary

Additional duties and responsibilities· Process actor in reactive and pro-active problem management facilitated by the problem management· Process actor in request fulfillment and access management· Contributes to the knowledge management process· Contributes to the event, availability, capacity management process by providing technical expertise· Supports the continual improvement processes in incident, problem access, request fulfillment and knowledge management· Contributes to the knowledge transfer 2nd to 1st level by identifying, packaging and implementing solutions for routine tasks· Contributes to the knowledge transfer 3rd to 2nd level by deepening knowledge and expertise in the application domain area in working together with the respective AD function· Reviews and participates in changes to production

Qualifications/ competencies Hard Skills:· Experience in IT Process Management· Hands-on experience and good technical skills ino PL-SQLo Unix· Experience relating to the following business relevant processes:o IT Service Operation· Certification: good to haveo ITIL FoundationSoft Skills:· Several years of successful management of customer facing teams and proven track record of leading by example· Excellent written and verbal communication skills and relationship building· Ability to cope with pressure and defuse high intensity situations· Values of transparency, accountability, commitment to excellence and client service quality· Energetic, proactive and forward thinking with clear leadership abilities to help drive team changes and improvements· Candidate must have attention to detail; have the ability to work independently

About WiproWipro Limited (NYSE: WIT) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have a dedicated workforce of over 170,000, serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.