Responsibilities
Provide Level 2 support on user query/requirement and production issue raised - Event / Incident and problem management
ü Investigate production issues, respond based on production defect severity SLAs
ü Manage and respond to users on timely manner.
ü Log incident ticket for production issues and user queries
ü Follow up on defect and incident closure and meet incident closure KPI
ü Make sure system availability as per respective agreed SLA
ü Ensure daily end of day execution for supported applications complete successfully
ü Perform annual Disaster Recovery (DR) exercise for supported applications
ü Provide support to System Engineers on server level patches / upgrade as and when applicable
ü Ensure application incident & task documentation is properly updated for each production release
ü Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
ü Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using java snippets or Unix shell or DB scripts etc
Requirements
· Minimum 5 years of experience working in Banking IT industry support.
· 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.
· Strong & assertive communicator in speaking & writing.
· Good to have experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.
· Understanding of ITIL methodology will be an added advantage.
Essential Technical Skill :-
- Hands-On experience in writing / debugging scripts, code, database queries
- Knowledge of SQL and relational databases – traditional RDMS, such as SQL
- Strong understanding of Unix, Linux and Windows
- Knowledge on Tetherfi Products will be added advantage.
- Implementation experience in Avaya Contact Center Products and services.
- Strong experience in monitoring, call tracking, replaying capabilities
- Software Engineering & Change Management
- Solid understanding of resiliency and redundancy designs
- Excellent problem solving skills in a distributed, multi technology ecosystem
- Interfaces and Messaging systems
