Job Objectives
The specialized First Recovery Support IT Production Support Engineer is responsible to support application wellness in production systems, Managing monitoring of system exception emails, help desk incident assignments and distribution within teams. Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team. Make sure system availability as per SLA across countries for multiple applications / interfaces. Perform scheduled health check tasks across applications and raise alerts in case required.
Able to work in shift-based environment, support implementations during bank’s green zone
Core Key Responsibilities
· Handle incidents and service requests raised via helpdesk and call center.
· Receive and prioritize emails based on urgency; reallocate within support teams and help in recovery actions to meet the TRO.
· Monitor the incoming demand through ISM tool and ensure right assignments on time.
· Perform scheduled tasks within Service Level Agreements (SLA) referring to standard operating procedures (SOPs).
· Manage service requests recording for monthly management reporting.
· Follow SOP to identify potential issues and escalate to the shift lead for critical incidents or eMails.
· Ensure application incident & task documentation is properly updated for each production release.
· Enthusiastic, hardworking, pro-active, and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail.
Key Requirements
- Strong written, oral communication skills and able to manage user
- Organized and resourceful.
- Adept at prioritizing, scheduling, and multitasking.
- Fast and eager learner.
- Experience with Microsoft tools.
· Ready to work in a shift environment
