Virtusa
Maria DBA
Job Description
Please use this JD for Maria DBA
L1 Role in General
Alert Monitoring, Reporting and Escalations
Incident Management Process
First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users) this is primarily a service desk kind of environment in which tickets are logged through any of the channels like phone, web, email, text etc. Responsible for customer interactions and Respond SLA
They escalate the incidents to L2 if not resolvable by L1.
L1 Responsibilities :
Monitor the event alerts and notify to the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
Monitor the availability of the Database events like DB availability, Instance availability and the space availability of disk drives and file systems.
Monitor the Oracle Alert logs files, transaction logs and backup logs.
Monitor the database related activities, respond calls from the Application support and developments teams.
Monitor the backups, recovery errors, respond to the request regarding the restoration of the DB
Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
Acknowledge the request for DB stop/start, user creation and grant specific data access to user
L2 Role in General
Routine Administrative Activities
Resolve incidents escalated by L1 as per the agreed SLAs and timelines. They usually have a Run-Book which they can refer to for immediate resolutions. They are also supposed to coordinate with any other support or dependency groups in case the incident has any linkage.
L2 escalates the problem to L3
L3 Role in General
L3 staff is supposed to participate in management, prioritization, minor enhancements / fix activities, problem management, stability analysis, etc. L3 is supposed to be proactive in nature thus identifying problems in advance and looking for continuous service improvements
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