APIGEE Run Support Activities: • • 24x7 APIGEE API Service Support • • Monitoring of all APIGEE services that are on-prem and/or in public cloud environments and associated data stores. • • Create and maintain APIGEE Run Books. • • Own the operational management of wing-2-wing APIGEE services including the APIGEE platform, enabling services (e.g., Zookeeper, Cassandra, Postgres), underlying infrastructure and network. • • Work with Google (vendor) on support and security issues. • • Provision and manage development environments for testing. • • Support application testing by application teams. • • Support all infrastructure and the APIGEE Platform Upgrades and Patching activity. • • Utilize monitoring tools and respond to alerts and dashboards to proactively identify and resolve APIGEE issues before the business is impacted. • • Work with the Platform engineering team to resolve problems and implement new APIGEE functions. • • Understand and support all APIGEE services and application API consumption models. • • Understand and support all APIGEE enabling services (ZooKeeper, Cassandra, OpenLDAP, Qpidd, PostgreSQL database, Management Server, Router, Message Processor, Qpid Server, Postgres Server, Apigee UI). • • Able to Configure, Start, Stop, and Restart Apigee Services. • • Able to write simple queries to investigate data related issues. • • Able to use APIGEE administrative tools to configure the environment and resolve issues. • • Able to write basic queries in Splunk to retrieve APIGEE log information. • • Able to log into APIGEE and perform basic checks (health and status of an app, logs, APIGEE metrics, etc.). • • Able to log into New Relic dashboard and investigate daily metrics, exceptions, errors, response times and alerts. • • Able to work with multiple run teams and infrastructure teams to connect the dots while debugging an issue. • • Able to investigate the root cause of an issue and communicate to business teams. • • Follow Apigee Edge Operations Guide Training & Knowledge Transfer: • • Set up APIGEE & Knowledge Transfer sessions for Support Personnel ServiceNow Documentation: • • Document Ticket (Incident, Problem, Change, Config, etc.) Process flow and ownership • • Document team ownership with the process & DLs in use • • Document ServiceNow Ticket handoffs with partner teams and vendors • • Document escalation handoff and ownership • • Document escalation engagement process and quarterback owners • • Document & Implement APIGEE in Servicenow • • Test APIGEE ticket process flow in Servicenow Develop APIGEE Operations & Health Report: • • APIGEE Service Health Status • • APIGEE Availability Statistics • • APIGEE Performance Statistics • • APIGEE Capacity Statistics • • APIGEE Usage Metrics • • APIGEE Ticket Volume • • APIGEE Vendor Ticket Volume • • APIGEE Inventory & License Statistics • • APIGEE Backup Report • • APIGEE Patch Report APIGEE Backups & Restores: • • Create APIGEE Backup & Restore documentation • • Create and follow schedule for Backup & Restore testing • • Post all documents APIGEE BCP & DR Documentation: • • Create APIGEE BCP & DR documentation • • Create and follow schedule for BCP & DR testing • • Post all documents APIGEE Patching & Upgrades: • • Create APIGEE Patching & Upgrade documentation • • Create and follow schedule for Patching & Upgrades • • Post all documents (1.) To validate and publish reportsor metricsordashboards for respective Region (2.) To track assigned tasks in strategic initiatives (eg:automationor leanor PIPorDiversity) taken for the engagement and ensure strict adherence to agreed timelines (3.) To support delivery leaders and customers for closure of actions and improving the overall compliances
Monitoring of all APIGEE services that are on-prem and/or in public cloud environments and associated data stores. • • Create and maintain APIGEE Run Books. • • Own the operational management of wing-2-wing APIGEE services including the APIGEE platform, enabling services (e.g., Zookeeper, Cassandra, Postgres), underlying infrastructure and network. • • Work with Google (vendor) on support and security issues.
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