Production Support Analyst

Responsibilities:

• Provide 24x7 production support onsite / offsite
• 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

Requirements:

Education:

. Bachelors Degree in Computer Science or related field.

. At least 3 years relevant experience preferably in Level 2 production support field.

Essential:

. You are experienced in Level 2production 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 inAS400 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.

Key Domain/ Technical Skills:

. OS400, AS400 RPG, COBOL

. Unix, Linux, Solaris, Shell Script, Oracle DB

. Tooling - Splunk, Geneos, Control-m, Helix, Aldon, etc. (added- advantage)