Investigate production issues, respond based on production defect severity SLAs
Manage and respond to users on timely manner.
Log incident ticket for production issues and user queries
Follow up on defect and incident closure and meet incident closure KPI
Make sure system availability as per respective agreed SLA
Ensure daily start of day(SOD) and end of day(EOD) execution for supported applications complete successfully
Provide support for annual Disaster Recovery (DR) exercise for supported applications
Provide support to System Engineers on server level patches / upgrade as and when applicable
Knowledge with 3rd party monitoring tools like Control-M, Geneos, Splunk, SQL Monitor
Knowledge with Market Data, and Geneos monitoring setup and dashboard configuration
Ensure application incident & task documentation is properly updated for each production release
Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe or unix shell or DB scripts etc
Strong skills in AS400, Linux/Unix Shell scripting, MS SQL, Oracle, BMC Control-M Scheduler
Good to have understanding and experience of ITIL methodology [service operation]
Key requirements:
SQL, AS400, Control-M, Mainframe
Unix, Shell Script, Geneos, Splunk
Requirements:
Bachelor's Degree in Computer Science or a related field.
Minimum 2 years of production support experience in banking or financial services across multiple technologies/platforms.
Prior hands-on production support experience on Open Systems and/or AS/400.
Strong support knowledge in at least one of the following:
Retail or wholesale payment systems
Customer information systems
Batch monitoring
Monitoring tool - Splunk, Geneos
Willingness to work in an onsite shift-support model (247).
Hands-on experience in:
Writing AS/400 and SQL queries
Parsing logs for issue investigation
Writing shell scripts (UNIX) to optimize incident investigation
Strong written and verbal communication skills ability to manage user interactions effectively.
Ability to quickly adapt to new technologies and environments.
Ability to work in a fast-paced, high-pressure environment.
Willingness to work across multiple platforms: UNIX/Open Systems, AS/400, and Mainframe.
Additional Considerations:
Candidates with experience in operations teams, batch monitoring, or similar roles in different industries are also encouraged to apply.
