Company Profile:

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 187,000+ ‘Ideapreneurs’ across 50 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

Job description:

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