Production Support Analyst

About the Role

We are looking for a highly motivated Production Support Engineer to provide end-to-end support for business-critical banking applications and transaction processing services in a fast-paced, SLA-driven environment. The ideal candidate will have strong troubleshooting capabilities across applications, databases, operating systems, and infrastructure components, along with experience supporting banking or financial services applications.

Key Responsibilities

Application & Production Support

• Provide L1/L2/L3 support for banking applications and transaction processing systems.
• Investigate and resolve issues related to online banking, mobile banking, payments, cards, authentication, and transaction processing.
• Perform root cause analysis (RCA) and drive service restoration within defined SLAs.
• Monitor application health, system performance, and transaction processing.

Incident & Problem Management

• Manage production incidents, problem tickets, and service requests.
• Coordinate with application, infrastructure, database, and business teams during major incidents.
• Provide timely updates to stakeholders and management during service disruptions.
• Support ITIL Incident, Problem, Change, and Service Request Management processes.

Transaction & Technical Investigation

• Perform end-to-end transaction tracing across applications, databases, APIs, middleware, and infrastructure platforms.
• Analyze application logs, system logs, SQL queries, batch records, and monitoring alerts.
• Investigate payment failures, delayed transactions, reconciliation breaks, and processing exceptions.

Monitoring & Automation

• Monitor applications, interfaces, batch jobs, and infrastructure using enterprise monitoring tools.
• Create and maintain dashboards, alerts, and operational monitoring solutions.
• Develop automation scripts using Shell Scripting, SQL, AS400, or similar technologies to improve operational efficiency.

Deployment & Operational Support

• Support application deployments, release validation, and health checks.
• Participate in Start-of-Day (SOD) and End-of-Day (EOD) activities.
• Support Disaster Recovery (DR) exercises and business continuity initiatives.
• Perform service restarts, maintenance activities, and post-deployment verification.

Required Skills

Technical Skills

• Strong experience in Production Support / Application Support.
• Hands-on experience with Linux/UNIX or Windows environments.
• Good knowledge of SQL for troubleshooting and data analysis.
• Experience with APIs, middleware, and system integrations.
• Familiarity with monitoring and scheduling tools such as:
• Splunk
• Geneos
• Control-M
• SQL Monitor
• AppDynamics / Dynatrace (preferred)

Banking Domain Experience

Experience in one or more of the following areas:

• Payments & Transactions
• Core Banking
• Cash Management
• Credit/Debit Cards
• Reconciliation & Settlement
• Retail or Wholesale Banking

Additional Skills

• ITIL framework knowledge.
• Shell Scripting / SQL Automation experience.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• Experience supporting mission-critical applications in a 24x7 environment.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
• 1-9 years of Production Support, Application Support, or Infrastructure Operations experience.
• Banking or Financial Services experience preferred.