Key Responsibilities
- Primary responsibility is responding to application incident tickets, investigate thoroughly and ensure closure within the agreed SLA.
- Troubleshoot, diagnose, and resolve application-related issues reported by Users, ensuring timely resolution and minimal impact on productivity.
- To conduct root cause analysis, with help of L3, of an issue and prevent the same issue from happening in the future.
- Documenting the solutions and workarounds for future reference in knowledge DB.
- Collaborate with various teams, including developers and infrastructure engineers to resolve complex issues and implement long term solutions.
- Assist in L2 operational tasks as part of day-to-day support.
- Escalate critical and unresolved issues to higher level support teams and actively follow up on the progress until the problem is resolved.
- Report status and progress to technical lead/incident manager on a regular basis.
- Work with the technical lead/manager to ensure the technical support provided to stakeholders is within the agreed SLA (24 x 7)
- Maintain a positive mindset to provide continuous support and the application of tools for monitoring, management, and optimization of support.
- Support projects go-live implementation.
- Provide after office hours support where required.
- Support application testing investigations in testing environments.
- Support annual industry testing, testing regulatory requirements, VAPT (Vulnerability Assessment Pen Test), APT (Application Pen Test), APIPT (API Pen Test) in testing environments and production environments.
- Assist in deploying applications to testing and production environments.
- Perform standby duty (24x7) on rotational basis.
Requirements
- Bachelor’s degree in computer science / engineering or its equivalent
- Good understanding of Software Development Life Cycle (SDLC)
- Technically sound with at least 5 years hands-on experience in supporting Java, J2EE/JEE, Oracle, SQL/ PLSQL, Jasper report, APIs (RESTful and SOAP) and/or XML. Basic understanding of Linux/ Windows / Solaris OS is required.
- Knowledge in RHEL shell scripting, RedHat Ansible is an added advantage.
- Experience in SpringBoot / SpringBatch is an added advantage.
- Experience in AWS services such as CloudWatch, S3, RDS, EKS, API GW & EC2 is a definite plus.
- Domain knowledge of Financial Clearing and Payment Systems and ISO20022 standard is a plus.
- Good analytical and problem-solving skills
- Good oral and written communication skills
- Ability to work under pressure and to oversee tight SLAs.
- Self-motivated, self-starter and quick learner with ability to work independently and within a team.
