We are seeking a Production Support Analyst to provide Level 1 (L1) support for business-critical applications, including corporate internet banking, CDN, and monitoring systems. The role involves round-the-clock operational support, coordination with multiple stakeholders, and timely resolution of production incidents in line with agreed service levels.
Key Responsibilities
- Provide Level 1 production support on a 24x7 basis for corporate internet banking, CDN, and application monitoring systems.
- Monitor application health and respond to production incidents in accordance with defined Service Level Agreements (SLAs).
- Coordinate and support infrastructure maintenance and scheduled system activities.
- Support the implementation and deployment of new application releases, following established release management and change processes.
- Work closely with application teams, infrastructure teams, vendors, security, and change management teams to ensure smooth operations.
- Perform initial incident analysis, escalation, and follow-up to ensure timely resolution of issues.
- Contribute to continuous improvement of support processes to maintain or enhance service quality and efficiency.
- Maintain accurate documentation related to incidents, changes, and operational procedures.
Required Skills and Experience
- Degree or equivalent practical experience in Computer Science, Information Technology, or a related discipline.
- Practical experience in IT production or application support (typically 13 years).
- Familiarity with ticketing systems and application or infrastructure monitoring tools.
- Understanding of incident management and production support processes.
- Basic knowledge of banking systems, transaction flows, or payment systems is an advantage.
- Strong problem-solving and analytical skills, with the ability to manage multiple tasks in a fast-paced environment.
- Effective communication skills and the ability to work collaboratively with cross-functional teams.
Work Arrangement and Shift Details
This role operates on a rotating shift basis to support 24x7 operations.
- Shift Duration: 12-hour shifts
- Shift Schedule:
- Morning Shift: 6:00 AM 6:00 PM
- Night Shift: 6:00 PM 6:00 AM
- Work Pattern:
- 3 days work / 2 days rest, or
- 2 days work / 3 days rest
- Weekends & Public Holidays:
- Support is required. Time off will be provided in lieu for public holidays worked.
Compensation and Allowances
- Transport claims are reimbursable for:
- Morning shifts starting before 7:00 AM
- Afternoon or night shifts ending after 11:00 PM
Please refer to U3's Privacy Notice for Job Applicants/Seekers at https://u3infotech.com/privacy-notice-job-applicants/. When you apply, you voluntarily consent to the collection, use and disclosure of your personal data for recruitment/employment and related purposes.
