Job Description

Job Title

Module Lead


Location
Business Area

Unit No. 3, First Floor, Ambience Corporate Tower II, Plot No. 3, Ambience Island, NH-8, Gurgaon, Haryana Enterprise Core Systems


Job Type Global Career band

Permanent Assistant


Location

Clifford Chance, Delhi


Days/Hours of Work

Mon – Fri (UK hrs – 13:30 to 22:00 or 14:30 to 23:00 during daylight saving)


Reports to

Deputy Manager



Job Purpose Summary

As Module Lead of Application Support team, you will support business users across CC offices to get better end user experience. This role will be the expert within the DevOps team for the services and tools we utilize. You will help to maintain the service level agreements and be always available for monitoring operations tasks. You will work hand-in-hand with development teams to resolve issues. You will do continual analysis of the end-to-end services provided by us; identifying and implementing tool, automation and process improvements to increase application resiliency – with the goal of avoiding or minimizing outages and impacts. You should be able to lead and execute specific activities related to application maintenance and support while working with several vendors. Your team working skills will be required to amplify the performance in this role. Good communication skills are mandatory. The person must have the commitment to complete DevOps activities with good analysing and innovative skills. The zeal to continuously learn new technologies, models, techniques and processes will help the incumbent to stand out from the crowd.



Key responsibilities

How you will influence:

• Solve complex/medium complexity business problems using technical knowledge in the DevOps environment
• Work and support Change & Release Management to enhance applications in enterprise systems
• Implement processes to maintain applications systems in production environment with controlled evaluation of any downtime
• Help to manage timely resolution or escalation of incidents within the environment. Understand the global and local impact across teams to manage application interdependencies
• Must be able to communicate the impact and solutions of application/system problems in business language

• Provide and coordinate required maintenance and optimization solutions ensuring business application integrity
• Complete DevOps activities on time and within Standard Level Agreements
• Help and maintain the supported applications health in different environments
• Help to progress change management by deploying the latest application versions in all supported environments
• Keep the lights on by liaising with onshore stakeholders and application vendors in different parts of the world
• Third Level troubleshooting support for internal and external web applications
• Work closely with other IT teams such as Vendor, Development, Network, Security, Desktop, Exchange and Systems to investigate for the root cause analysis

• Substantial technology experience of more than 5 years in owning support of complex applications in Web, Windows or Cloud environment
• Should be comfortable in various SQL Server versions with at least 2008 and above
• Knowledge of Microsoft Windows Server 2016 & Windows Server 2019 server platforms
• Sound knowledge on Web Servers: IIS 6/7 and Windows Services
• Awareness about IT infra such as VMs, AD, DNS proxy, Security skills – Firewalls
• Basic knowledge of SharePoint platform and O365
• Basic knowledge of Active Directory, Azure AD, Exchange Online and office products
• Hands‐on experience in writing basic Power shell scripts for various tasks
• Troubleshoot the issues related to Windows and Web Applications, SQL Server 2008/2010 and Services hosted in IIS/WCF
• Knowledge about .Net technologies C# 4.0 or higher, MVC, WCF and associated technologies
• Flexible to work in 24*7 shift model/night shifts for longer period (if required)
• Must be able to handle pressure situations, especially during P1/2 cases, with high confidence
• Possess good command over both written and verbal communication skills
• Good knowledge of vendor and service management
• L3 troubleshooting support for internal and external web applications
• Maintain & build standard and documentation for all environments.
• Ensuring that the requirement for change to applications is fully understood and that the planned work is completed
• Provision of adequate cover as defined in the SLA's over the required support hours (this may vary according to the application)
• Working on critical cases including application downtime (Priority 1 &2) situations
• Logical thinking and excellent verbal and written communication
• Exhibit positive attitude and superb teamwork attributes

• Requires Bachelors in Engineering Degree or equivalent, and strong relevant professional experience
• ITIL Foundation certified will be preferred
• Any Azure certification will be preferred
• An relevant Microsoft Certification will be an added advantage