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
Job Requirements:
Bachelors Degree in Computer Science or related field.
At least 3 years relevant experience preferably in Level 2 production support field.
You are experienced in Level 2 production support. If you are having development background would be added advantage.
You need to possess good analytical mind in production trouble-shooting and capable to work with Development/Level 3 support team and other stakeholders for interim solution, fixes delivery and continuous improvement for preventive measure.
Experience in incident and problem management life cycle to follow thru till proper closure of incident and problem tickets.
You are expected to be a fast learner to acquire assigned banking domain knowledge and to on-board new apps / modules / services / functions / enhancements from Development teams and ensure production stability would not cause by these changes.
Capable in preparing/maintaining KB/SOP/Runbook documentation for incident related issues and System Operations supported activities (eg. OS/DB patch, RDR, Cert/Key renewal, batch trending analysis, etc.)
Committed to take on EOD / System Operation support roster to support EOD batch run and support upgrade/maintenance activities scheduled during wee-hours and weekend.
You must have work experience in AS400 and/or Open System platform if you are in Banking / Financial industry previously, it would be a bonus.
Inclination for automation and tooling and exposure to Splunk, Geneos, Control-m, Helix, Aldon, etc. would be great advantage
OS400, AS400 RPG, COBOL
Unix, Linux, Solaris, Shell Script, Oracle DB
Tooling - Splunk, Geneos, Control-m, Helix, Aldon, etc. (added- advantage)
