Production Support Analyst

Responsibilities:

. Incident Management: Manage incidents according to defined processes and procedures, ensuring adherence to service targets and quality standards.

. Ticket Handling: Receive, analyze, and prioritize incoming tickets, assign them to appropriate teams or individuals, and ensure timely follow-up on resolutions.

. Issue Resolution: Troubleshoot and resolve complex technical issues within IT infrastructure environments, collaborating with cross-functional teams as needed.

. Root Cause Analysis: Identify recurring problems and implement preventative measures to minimize future occurrences.

. Communication: Effectively communicate status updates, outages, and other important information to stakeholders during production hours.

. Collaboration: Work closely with development teams, vendors, and external partners to address system issues and enhance overall system performance.

. Continuous Improvement: Proactively identify areas for process improvement and implement changes to improve efficiency and customer satisfaction.

. Reporting: Generate regular reports on incident trends, ticket resolution times, and other key metrics to help inform decision-making and drive continuous improvement efforts.

. Team Support: Assist in training new team members and provide guidance to junior staff members as needed.

. On-Call Support: Participate in after-hours on-call rotations to ensure system stability and availability outside of standard business hours.

Requirements:

Education:

. Bachelor's degree in computer science or related field.

. At least 6 years relevant experience preferably in a Finance Institution.

Must have:

. Minimum 4 years of experience working in Banking IT industry support. Experience in internet banking applications and mobile banking applications.

. Strong team player. Flexible and being able to manage time effectively.

. Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.

. Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.

. Solid understanding of ITIL methodology.

Essential Technical Skill:

• 3-4 years experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct
• 2+ years experience supporting native iOS / Android applications in large Production environments.
• Support maintenance of OpenShift, container native applications and microservice design patterns.
• Two years of experience managing or supporting OpenShift or Kubernetes infrastructures.
• Experience with additional container, virtualization, or cloud technologies like Red Hat OpenShift Container Platform, Kubernetes, Docker, VMware vSphere, Amazon Web Services (AWS), etc.
• Ability to manage the container platform ecosystem.
• Assist in change review of container platform for new versions of OpenShift, Hotfixes, etc.
• Integrate multi-functional applications into container-based support services.
• Participate in a highly collaborative team environment, contributing to all phases of the development lifecycle.
• Troubleshoot software code issues and report findings.
• Review and provide feedback on project technical documentation.
• Assist in the troubleshooting of incidents, timely follow up with development team for fixes.
• Assist with trouble tickets with the ability to create, update, and close tickets, and track items to resolution (Remedy, Confluence, JIRA)
• Hands-On experience in writing / debugging scripts, code, database queries
• Software Engineering & Change Management.
• Solid understanding of resiliency and redundancy designs.
• Interfaces and Messaging systems.