Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward.
Manage and respond to users on timely manner.
Log incident ticket for production issues and user queries.
Provide necessary information needed for further investigation to next level support (L3) to proceed with fix.
Prioritize defects and plan for production release based on defect criticality or align with quarterly release.
Follow up on defect and incident closure and meet incident closure KPI.
Share production defect support learning with QA team and development team to improve application .quality and minimize future defects.
Make sure system availability as per respective agreed SLA.
Support EOD batch run.
Perform annual Disaster Recovery (DR) exercise for supported applications.
Provide support to System Engineers on server level patches / upgrade as and when applicable.
Ensure proper knowledge transfer (KT) from project / development team before enhancement release.
Ensure application documentation is properly updated for each production release.
Requirements:
Must have:
Bachelor's degree of Computer Science/IT or Engineering.
10 years working experience in IT industry as Development or Production Support role of which minimum 5 years relevant experience in the banking/financial industry.
Good and assertive communicator in speaking & writing.
Good analytic and problem-solving skills
Able to work in a fast-paced, team-oriented environment and weekend / wee hours.
Experience in L2 or L3 production support.
Good to have:
Understanding of ITIL, SDLC, FI/Banking domain knowledge.
Knowledge on enterprise tools, i.e., MQ, Connect Direct, Control M, Helix, Aldon, etc..
Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc..
Essential technical skill:
Strong proficiency of OS/400 system, RPG, COBOL language.
Plus point - good experience in Silverlake banking system.
Added advantage - Open System knowledge - Unix, Linux, Solaris, Shell Script, Oracle DB.
