The Junior DBA provides 24/7 support, logs and reviews customer tickets, communicates with stakeholders, and monitors database environments, ensuring efficient operations and adherence to SLAs.
Title: Junior Database Administrator
Location: Hyderabad
Education: Bachelor’s Degree
Job Description:
Provide 24x7x365 DBA support.
- To be the first point of contact for customers trying to reach Datavail Global Technical Support team via email/phone/SN ticket.
- Make sure that all ticket related activities are performed through SN
- Assist Datavail customers to log a ticket in Service-Now for their support request to achieve higher customer satisfaction/delight.
- Reviewing of tickets for completeness. (Category / Priority and Description)
- To assist the organization in achieving 25% of FCR of the overall ticket volume.
- To communicate with On Call Datavail DBA/customers as per Datavail customer communication and escalation protocol
- To ensure all tickets are acknowledged in time as per the defined SLA's priority in order to meet MTTA (Mean Time to Acknowledge)
- To ensure that no ticket is part of the unassigned queue.
- To work closely with the Shift Leads/Manager ensuring tickets are assigned appropriately & responded to within SLAs.
- To coordinate with customers & Tier2/Tier3 DBA for planned downtimes/scheduled activities with appropriate outlook reminder including Primary DBA
- To ensure there is a supporting ticket in SN for every issue being worked on by the Datavail Global Technical Support team.
- Always escalate production down situation (P1) to Shift lead/Tier 3/Manager on high priority.
- To monitor customer production/development environments using various monitoring tools.
- Should perform all scheduled/ unscheduled tasks that are assigned by a Shift Lead/Manager for a Tier 1 DBA. In case there is any issue or understanding gap while performing a task then the immediate manager / tier 2 should be consulted with.
The successful candidate will possess the following attributes:
- Interpersonal skills - ability to build strong relationships with internal team members and to work across the organization to achieve results.
- Professional communication skills - Ability to work effectively with mid and senior level contacts face to face, electronically and over the phone.
- Integrity - Words and actions are always consistent, and behavior is always in accordance with highest ethical standards.
- Customer focus - Responsive, service oriented and attuned to customer needs.
- Technical acumen - Ability to grasp technical concepts and establish credibility with technical contacts.
- Process orientation - Ability to follow defined processes and work on the specified guidelines.
The Enterprise Applications Cloud ERP practice specializes on Oracle technology and supports our client’s full-life cycle needs for both on-prem and cloud products. The practice itself is 100+ FTEs strong located in the US, Colombia, and India and is the fastest growing practice in Datavail.
The right person will exemplify Datavail’s core values (Desire to service, Low Ego, Hard Work). So if you are looking for a company that loves it clients just as much we love our team then this is the right place for you.
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