Technology Support Engineer

Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills : Micro Focus Operations Orchestration

Good To Have Skills: : NA
Minimum 3 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:
As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating documentation to enhance troubleshooting processes. Collaboration with external vendors and internal service management teams is a key part of the daily routine, ensuring timely analysis and resolution of issues to support business continuity and operational efficiency.

Roles & Responsibilities
Design, develop, and maintain automation workflows using Micro Focus/OpenText Operations Orchestration (OO).
Develop and enhance runbooks for automated incident resolution and operational activities.
Integrate OO with monitoring, ITSM tools like manage engine, cloud, and infrastructure management tools to enable end-to-end process automation.
Automate repetitive operational tasks related to server, application, database, network, and middleware management.
Build event-driven automation workflows triggered by alerts from monitoring platforms.
Perform root cause analysis and identify automation opportunities to reduce manual intervention.
Develop automated remediation solutions for common infrastructure and application issues.
Implement self-healing mechanisms to improve system availability and reduce MTTR.
Collaborate with Service Management, Command Center, Infrastructure, and Application teams to automate operational processes.
Create reusable automation components, workflows, and orchestration templates.
Support automation governance, change management, and release activities.
Ensure automation solutions comply with security, audit, and operational standards.
Participate in 24x7 production support and troubleshoot automation workflow failures.
Monitor automation effectiveness and continuously optimize workflow performance.

Professional & Technical Skills
Must Have Skills
Strong hands-on experience in Micro Focus/OpenText Operations Orchestration (OO) development and administration.
Experience in creating and maintaining runbook automation and orchestration workflows.
Knowledge of REST API, SOAP API, Web Services, JSON, XML, and system integrations.
Experience integrating OO with ServiceNow, ManageEngine, BMC Remedy, Jira, or similar ITSM platforms.
Understanding of monitoring tools such as Operations Bridge (OBM/OMi), SiteScope, SolarWinds, SCOM, Dynatrace, Splunk, AppDynamics, etc.
Experience in automating incident, change, request, and event management processes.
Knowledge of Windows, Linux/Unix administration, and scripting for automation.
Proficiency in PowerShell, Python, Shell Scripting, or JavaScript.
Experience with workflow error handling, debugging, logging, and performance optimization.
Familiarity with CMDB, Discovery, and Configuration Management processes.
Good To Have Skills:
OpenText Operations Bridge (OBM/OMi).
Ansible, Rundeck, Automation Anywhere, or RPA platforms.
Kubernetes and container orchestration.
CI/CD tools such as Jenkins, Azure DevOps, GitHub Actions.
Infrastructure as Code tools (Terraform, ARM Templates).

Preferred Automation Experience
Development of automated remediation workflows for CPU, Memory, Filesystem, Service, Application, and Database alerts.
Event correlation and automated incident creation from monitoring platforms.
Automated user provisioning/deprovisioning and access management workflows.
Automated health checks, compliance checks, and operational reporting.
ChatOps and AI-assisted operations integration.
Building self-healing solutions to reduce operational effort and improve service availability.

Qualification 15 years full time education