Responsibilities
· 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
Requirements
Education:
· Bachelor’s degree in computer science or related field.
· At least 6 years’ relevant experience preferably in a Finance Institution.
Essential:
· At least 10 years of Mainframe experience.
· At least 5 years of solid Base CARDLINK (Credit and Debit Card System) hands-on experience.
· Cards and payments domain Knowledge.
· Expert knowledge and experience in COBOL, JCL, VSAM, CICS, MQ Series, Ezytrieve.
· Expert knowledge and use of Mainframe tools such as; Control-M, Endevor, File-Aid, Control-M.
Prior application or production support experience
Key Domain/ Technical Skills:
· Mainframe, Cardlink
· COBOL, JCL, VSAM, CICS, Ezytrieve
· Microsoft Office.
