Job Objectives
The specialized Group Application Support IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround. Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team. Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces. Perform scheduled health check tasks across applications and raise alerts in case required
Able to work in shift based environment, support implementations during banks green zone
Core Key Responsibilities
Investigate production issues, respond based on production defect severity SLAs
Manage and respond to users on timely manner.
Log incident ticket for production issues and user queries
Follow up on defect and incident closure and meet incident closure KPI
Make sure system availability as per respective agreed SLA
Ensure daily start of day(SOD) and end of day(EOD) execution for supported applications complete successfully
Provide support for annual Disaster Recovery (DR) exercise for supported applications
Provide support to System Engineers on server level patches / upgrade as and when applicable
Knowledge with 3rd party monitoring tools like Control-M, Geneos, Splunk, SQL Monitor
Knowledge with Market Data, and Geneos monitoring setup and dashboard configuration
Ensure application incident & task documentation is properly updated for each production release
Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainfraim or unix shell or DB scripts etc
Strong skills in AS400, Linux/Unix Shell scripting, MS SQL, Oracle, BMC Control-M Scheduler
Good to have understanding and experience of ITIL methodology [service operation]
Key Requirements
Prior hand-on production support experience of OPEN Systems/AS4000
Good support knowledge in either one of the retail or wholesale payment or customer information systems
Willing to work in onsite shift-support model [24*7]
Hands-on experience in writing AS400 and SQL queries and parsing logs for issue investigation
Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation
Strong written, oral communication skills and able to manage user
Ability to easily adopt to any technology / environment
2 or more years production support experience in bank or financial vendors across multiple technologies / platform
Be able to work in fast pace and high-pressure working environment
9.5 hour shift work on a rotational basis
Willingness to work across platforms UNIX / open, AS/400 and mainframe
Rotational Shift Basis (9.5 hr/shift): 7.00 am to 4.30 pm, 2.00 pm to 11.30 pm, 10.30 pm to 8.00 am
