Big Data /Kafka Admin

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready sustainable businesses. A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability, and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

Title: Application Support Specialist

Location: Calgary ,Canada

for Field Services/Desktop Support

The Team: Infrastructure & Operations – Global Application Operations - PAS is the Shared Service team who manages division-specific application support and operations including Incident management / Technical resolution / Service Requests / Administration / Application & infra Monitoring.

The Impact: You will work to minimize the adverse impact of incidents and problems on the business during the region/time zone and proactively identify areas of focus to prevent the reoccurrence of future incidents.

What’s in it for you: You will be part of a global team of application support experts which directly supports users, business processes and related applications. You will receive expansive exposure to application support, operations, monitoring and projects in a role where you will interact directly with the business. You will learn the products and systems required to support the Platts business operations. In this role, you will support users remotely & in person (in office) during the Americas time zone.

Responsibilities:

· Resolve logged IT incidents in order to restore service as quickly as possible using application specific technical knowledge. Escalate tickets to other technical teams as required. (Incident Management)

· Respond to logged service requests, account administration, software installations and general application administration. (Service Request Management)

· Log and capture incidents from all sources into ticketing system (ServiceNow) ensuring correct categorization and prioritization of IT issues.

· Deal with escalations in a timely manner to ensure issue is resolved to business partner’s expectations.

· Compose technical knowledge base Wiki documents to be used within the team (Knowledge Management)

· Provide real-time server support & monitoring for the daily “Market on Close” process as well as participate on the associated conference call.

· Execute IT projects for your area at both a corporate level & divisional application specific level.

· Relationship management with key business stakeholders and point of escalation for your area.

· Major incident management (Manage bridge calls, technical investigation & resolution, escalations & incident communications to business leaders)

· Ensuring monitoring of Application Health and logs by automated scripts as well as by various monitoring tools. Reacting to alerts, creating tickets and resolving or triaging as appropriate.

· Job scheduling monitoring and resolution of issues.

What we’re looking For:

We are keen to hear from candidates with proven IT service delivery & application support experience, particularly with additional knowledge of configuring application monitoring & alerts. Beyond that, we’d hope to see as many of the following on your CV:

· Team Player who thrives as much on the social interaction as the technology challenge of the role. You will be able to build up your business network and form lasting relationships across our global business teams to deliver results.

· This is a front-line support role so were looking for great customer service skills with well-developed verbal and written business English communication skills.

· Possess a genuine desire to support business users with different levels of technical knowledge. You will be confident working with all ranges from junior staff to executives & VIP’s.

· Confidence in managing and leading global incident management conference calls ensuring that the right resources and skills are engaged to resolve issues. (Major Incident Management Experience)

· Flexibility to work between the local hours of 9 am - 9 pm.

· Application support experience (Ideally with experience of real-time financial / commodity exchange platforms and trade floor support strongly preferred)

Basic requirements:

· Experience providing application support to end users both in person, remotely, via IM, phone and email.

· Windows 10, Windows 11 & MacOS desktop OS and general application support.

· Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins) & Sharepoint

· Understanding of supporting browser based applications and debugging (JRE, Chrome, IE, Firefox, HTML, HTML5, XML, Javascript)

· Basic Knowledge of troubleshooting & supporting applications running on Linux & Windows server OS applications (view processes, search logs etc)

· Basic knowledge of SQL Query language

· Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)

· Understanding of various networking protocols, TCP/IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP, VNC, RDP, NAT, SMTP

· Exposure to industry standard ITSM tools to monitor and track Incidents, Problem, Change, Requests (ServiceNow strongly preferred)

· Familiar with performing system & application health checks

Preferred (Highly beneficial):

· Familiar with configuring application alerts and monitoring on best inbreed systems (any of Nagios / Naemon / Centreon, Dotcom, Splunk, AppDynamics, Sumologic preferred)

· Good understanding of ITIL methodology (ITIL certifications foundation or above preferred) with proven operational experience in previous roles

· Experiencing using AWS cloud console and associated AWS cloud services (any AWS qualifications preferred)

· Experience troubleshooting using tools such as Putty, RDP, SSH, WinSCP, MySql Query Browser, Oracle SQL Developer

Preferred (Beneficial):

· Any experience supporting batch jobs (Autosys)

· Any knowledge of scripting languages (JScript and JavaScript DOS, VBScript, Pearl, Python, Powershell or shell script)

· Webservers Windows IIS & Linux apache, Tomcat and Weblogic (preferred)

· Any exposure to supporting API’s (REST, SOAP, JSON-RPC, XML-RPC, Kong API Gateway)

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.