service Delivery principal - dba | bgc - for poolingEastvantage Business Solutions Inc.

Job Description
About the role:
The Service Delivery Principal role within PaaS Ops are responsible for helping clients operate and maintain Dimension through a cloud-based offering. The services are proactive and extend beyond the classical support as part of a closer relationship with our customers to help them keep their installation in the best possible condition, while at the same time delivering tangible business value for clients.
Duties & Responsibilities
A motivated individual who is willing to work independently and able to assess incident's priority to be able take adequate action with minimal guidance.
Support and maintenance of clients and to all aspects of service delivery around PaaS Ops
Participating in a 24x7 FTS model and is flexible to provide after-hours support either on weekdays or weekends.
Take ownership of incidents and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
Work across the Global Team to resolve issues and concerns for end-users in a timely and effective manner.
Understands support tiers, SLA's and OLA's of incidents to be able to escalate complex issues to senior member of the team.
Maintain a high degree of customer service for all support queries and adhere to all ITSM service management principles to provide solution and deploying standards of PaaS Ops Services.
Ability to recognize and act responsibly on situations, enabling escalations, as necessary.
Actively seek advice and support from peers and seniors on more complex issues.
Applies subject matter knowledge to solve common business issues by leveraging practices and procedures covered by precedents or defined policies.
Comfortable working cross functionally on both routine and non-routine tasks
Guide internal and external contacts on defined usage of Dimension.
Generate solutions and implement services that is standard to PaaS Ops.
Communicate effectively and keep knowledgebase up to-date.
Ability to work with customers on standard tasks and issues.
Understand the overall nature of the business recognize inter-dependencies between functions.
Minimum 10 years of related dBA work experience
Position requirements:
Technical:
Daily operations and problem solving of monitoring platforms like OEM, middleware and interfacing, file systems, and database.
Experienced with dB management, performance tuning, high availability, RMAN catalogue, data warehouse, and sizing.
Worked with Oracle and MS SQL databases running in either Linux or Windows OS.
Minimum 10 years working experience as dBA.
Understands infrastructure and platforms.
Operations
Experienced Service Support practitioner (Incident, Service Fulfilment, Change and Release, Problem, etc)
Extensively used Service Desk applications and understand service workflow.
Performed regular maintenance and update of multiple environments (version upgrades, patches, refresh, job scheduling)
Experience with Dimension or other large financial services software products
Understand mission-critical applications and HA environments.
Problem analysis and issue resolution of known systemic errors.
Assess requirements Identify services or products to improve operations.
Participated in domain teams and contributed to operational maturity/knowledge creation.
Experienced with cloud-based platform/infrastructure services.
Experienced with ITIL and Service Desk solutions like RemedyForce, ServiceNow, or JIRA
Additional qualifications:
IT-based education (Bachelor or higher)
ITIL v3/v4 certified preferred
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