L1 Production Support Engineer for VisionPLUS 10 (Flex)

Description:

Role Summary
The L1 Production Support Engineer for VisionPLUS 10 (Flex) at the client is responsible for monitoring, triaging, and resolving first-level issues across VisionPLUS 10 modules. This includes batch job monitoring, incident handling, and coordination with L2/L3 teams for escalations.

Key Responsibilities

Monitor application and batch job alerts related to VisionPLUS 10 (Flex).
Perform daily health checks and validations across modules like CMS, FAS, TRAMS, ITS, etc.
Handle initial triage of incidents and user tickets.
Provide quick fixes and workarounds for known issues.
Maintain SOP documentation and knowledge base for recurring issues.
Escalate unresolved or complex problems to L2/L3 teams.
Coordinate with development, infrastructure, and vendor teams.
Support monthly release deployments and patching activities.
Prepare RCA and incident reports.
Serve as the first point of contact for VisionPLUS 10 -related incidents and service requests.
Assist with routine tasks such as password resets, account unlocks, and basic configuration changes.

Required Skills & Experience
2 to 5 years relevant experience in L1 support roles, preferably in banking or card systems.
Basic understanding of VisionPLUS 10 (Flex) architecture and core modules.
Exposure to JCL, COBOL, VSAM, CICS is a must.
Exposure to Microfocus environment (Flex) is a must - Basic Linux commands, WinSCp, Putty, DMC, Scheduler for Open Technologies
Familiarity with SQL/DB2 and log analysis - Good To Have
Strong communication and customer service orientation.
Experience with ITSM tools (e.g., ServiceNow, Remedy)
Knowledge of ITIL practices preferred - Good To Have

Client-Specific Context
The role is part of a broader support structure involving 24x7 coverage for over 50 applications. The support team is based in Hyderabad and works closely with client onsite team. VisionPLUS 10 (Flex) modules in scope include CMS, FAS, TRAMS, MBS, ITS, among others