Responsibilities
- Provided L1 support for 9+ core banking applications.
- Monitored incidents via ServiceNow and resolved tickets within SLA.
- Created and executed change requests and batch jobs using TWS Scheduler.
- Performed health checks on AIX server platforms and SQL Server 2008 environments.
- Conducted root cause analysis for recurring production issues.
- Coordinated with Business Analysts and Project Managers during incident bridge calls.
- Developed Standard Operating Procedures (SOPs) for incident and change management.
- Built knowledge base documentation for onboarding new team members.
Core Competencies
- Production & Application Support (L2/L3)
- Incident / Problem / Change Management
- Release & Deployment Coordination
- Payment Systems Support
- Batch Monitoring & Scheduling
- DR / BCP Execution
- Stakeholder & Vendor Coordination
- Automation & Monitoring Optimization
Technical Skills
Databases: Oracle, MySQL, SQL Server
Platforms: UNIX, Linux, Windows, AIX
Scripting: Shell Scripting
Middleware & Messaging: ActiveMQ, Kafka, MQ
Monitoring Tools: Splunk, Grafana, Kibana, Prometheus
Schedulers: TWS, Autosys, Control-M, Tivoli
Tools: JIRA, Confluence, ServiceNow, WinSCP, Putty
Others: Web Services, MongoDB, API Monitoring
