Role: Production Support Analyst / Application Support Analyst
Job Level: 3 - 5 years of relevant experience (L2)
JOB DESCRIPTION:
Job Objectives
Application support analyst to provide efficient application support service for cross-functional or regional applications to provide a stable a production environment to business.
Key Responsibilities
- Responsible for availability, incident, problem and capacity management for the applications in scope
- Response and resolve incidents, problem and user queries through proper analysis
- Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department
- Execute continuous service improvement plan, process improvement
- Ensures essential process / procedures are followed and contribute to defining standards.
- Communicate complex technical issues to business users in a language they understand
- Contribute in effective knowledge management best practices within team and organization
- Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA
Key Requirements
Must have :-
- Minimum 4 years of experience working in Banking IT industry support. Experience in internet banking applications and mobile banking applications.
- Strong team player. Flexible and being able to manage time effectively.
- Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.
- Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.
- Solid understanding of ITIL methodology
Essential Technical Skill :-
- 3-4 years’ experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct
- 2+ years’ experience supporting native iOS / Android applications in large Production environments
- Support maintenance of OpenShift, container native applications and microservice design patterns
- Two years of experience managing or supporting OpenShift or Kubernetes infrastructures
- Experience with additional container, virtualization, or cloud technologies like Red Hat OpenShift Container Platform, Kubernetes, Docker, VMware vSphere, Amazon Web Services (AWS), etc.
- Ability to manage the container platform ecosystem
- Assist in change review of container platform for new versions of OpenShift, Hotfixes, etc.
- Integrate multi-functional applications into container-based support services
- Participate in a highly collaborative team environment, contributing to all phases of the development lifecycle
- Troubleshoot software code issues and report findings
- Review and provide feedback on project technical documentation
- Assist in the troubleshooting of incidents, timely follow up with development team for fixes
- Assist with trouble tickets with the ability to create, update, and close tickets, and track items to resolution (Remedy,Confluence, JIRA)
- Hands-On experience in writing / debugging scripts, code, database queries
- Software Engineering & Change Management
- Solid understanding of resiliency and redundancy designs
- Interfaces and Messaging systems
Personal Skill :-
- Ability to work in a team environment
- Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
- Excellent communication and interpersonal skills with the ability to communicate well at all levels
- Strong problem solving skills while being process orientated
- Self-motivating and delivery focused individual
- Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues
- Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner
