Job Description:
- Provide 24x7 production support onsite / offsite
- 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
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EA Reg. No: R24122248 |EA License No. 24C2237
