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/mainframe 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.
- Willingness to work across platforms – UNIX / open, AS/400 and mainframe.
