Key Responsibilities:
Monitor the health, performance, and availability of the WCRM application to ensure uninterrupted service.
Handle daily operational activities, including job monitoring, application log analysis, and resolving system alerts.
Respond to application incidents, perform advanced second-line troubleshooting, and ensure timely restoration of services.
Conduct root cause analysis for recurring incidents and document preventive actions.
Provide technical support for WCRM-related issues reported by business users.
Prioritize and manage tickets according to SLA, ensuring high-quality and timely responses.
Coordinate with development, infrastructure, database, and vendor teams for issue resolution or system enhancements.
Support system upgrades, patching, and configuration changes with minimal downtime.
Validate and deploy application changes, configuration adjustments, and parameter updates.
Participate in UAT, regression testing, and pre-production validation for WCRM releases.
Ensure continuous improvement of application stability and performance.
Troubleshoot application-level integration issues (APIs, web services, ESB integrations, DB links, file transfers).
Support data corrections, SQL investigations, and controlled data updates following approval processes.
Coordinate with data engineers and DBAs for database optimization and data integrity.
Prepare and maintain operational runbooks, SOPs, troubleshooting guides, and knowledgebase articles.
Document new issues, workarounds, and permanent fixes to prevent repeated escalations.
Ensure audit and compliance documentation is updated and aligned with corporate standards.
Build and enhance monitoring dashboards and automated alerts for the WCRM system.
Identify manual operational tasks and propose automation via scripts or tools.
Contribute to improving system reliability, RTO/RPO, and operational efficiency.
Participate in CAB meetings, representing WCRM operational readiness.
Review, assess, and approve change requests for operational impact.
Perform post-deployment validation to ensure successful releases.
Support disaster recovery drills, switchovers, and switchbacks for the WCRM environment.
Ensure operational procedures meet system availability and business continuity requirements.
Provide regular updates and incident notifications to management and business teams.
Participate in cross-functional meetings to review system performance and operational improvements.
Personal Skills:
Good knowledge of various operating systems (Windows, Linux, Unix).
Good understanding of CRM concepts and technologies.
Knowledge of networking essentials.
Shell scripting skills.
Basic database administration skills.
Good knowledge of database management systems.
Technical Skills:
Proficiency in operating systems (Windows, Linux, Unix).
Understanding of CRM concepts and technologies.
Networking fundamentals.
Shell scripting.
Basic database administration.
Familiarity with database management systems.
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