Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Citrix Virtual Apps and Desktop Administration
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Role
Provide hands on operational support for in scope Oracle and Microsoft SQL Server databases. The role performs monitoring, incident resolution, approved configuration changes, backup and recovery activities, maintenance, performance analysis, reporting, documentation, and shift handover tasks.
Key responsibilities
Monitor database and server availability, jobs, sessions, blocking, processor, memory, disk, storage, growth, replication, backup, and performance indicators.
Troubleshoot database incidents, collect evidence, restore service, monitor after recovery, and escalate risks or vendor issues.
Maintain database backup configurations and execute agreed restore and recovery tests.
Perform approved complete, point in time, data file, and other recovery activities using current procedures.
Apply approved database and instance configuration changes and record results, testing, rollback status, and configuration updates.
Perform housekeeping for logs, traces, temporary files, and other approved maintenance activities.
Support performance tuning by capturing evidence, identifying likely constraints, implementing approved actions, and measuring results.
Perform administrative imports or exports based on approved application team inputs.
Maintain configuration templates, scripts, database records, topology relationships, and operational runbooks.
Prepare monthly metric inputs and quarterly nonstandard database analysis as assigned.
Produce complete shift handovers and participate in the Priority 1 and Priority 2 on call rotation.
Operational and service management responsibilities
Work within City of Hope incident, request, change, problem, and major incident processes.
Monitor assigned queues, maintain accurate ticket updates, meet response and resolution targets, and escalate risks before a target is missed.
Participate in weekly service reviews, monthly reporting, operational handovers, and service improvement planning.
Maintain procedures, runbooks, configuration records, and knowledge articles after approved changes.
Use approved access, tools, hardened templates, and change controls. Do not make unapproved production changes.
Participate in transition, knowledge transfer, playback, service rehearsal, and readiness activities.
Required technical skills
Hands on Oracle or Microsoft SQL Server administration, with working knowledge of the other platform.
Database backup, restore, recovery, high availability, clustering, replication, monitoring, performance tuning, and housekeeping.
Ability to interpret database alerts, logs, execution information, sessions, waits, locking, storage, processor, memory, and disk indicators.
Ability to write and safely use approved database queries, scripts, and administrative commands.
Clear ticket, change, recovery, and handover documentation.
Required experience
Recommended experience: at least 4 years in production database administration.
Experience with incidents, changes, backup, restore, recovery, performance troubleshooting, maintenance windows, and on call support.
Experience in a controlled enterprise environment with approvals, runbooks, configuration records, and service targets.
Expected deliverables
Resolved incident and request records with technical evidence
Approved change records and post implementation results
Backup, restore, recovery, and maintenance evidence
Monthly metrics and capacity inputs
Current runbooks, scripts, configuration records, and handovers
Timely database incident response and safe service restoration.
Successful scheduled backups and proven recovery through agreed testing.
Accurate changes, documentation, configuration records, and handovers.
Early escalation of capacity, performance, replication, supportability, and security posture concerns.
Reduced repeat incidents through documented corrective actions.
On call expectations
Participate in the documented on call rotation outside the staffed 16 hour weekday window for Priority 1 and Priority 2 incidents.
Acknowledge the alert or assignment promptly, join the incident bridge when requested, troubleshoot within the role scope, and engage the required resolver groups.
Maintain an effective handover between staffed shifts and on call coverage, including current impact, actions completed, next steps, owners, and risks.
Ensure a primary and secondary contact is defined for the relevant technology tower. Rotation details and allowance terms must follow the approved operating model and local policy.

15 years full time education

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