- The Application Support Analyst (L1) is responsible to support application wellness in production
- Investigate production issues, respond based on production defect severity SLAs and pass relevant details to L2/L3 team
- 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]
Job 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
