Production support analyst

Responsibilities

• Investigate production issues and respond based on production defect severity SLAs.

• Manage and respond to users in a timely manner.

• Log incident tickets for production issues and user queries.

• Follow up on defect and incident closure to meet incident closure KPIs.

• Ensure system availability as per agreed SLAs.

• Ensure daily Start of Day (SOD) and End of Day (EOD) execution for supported applications completes successfully.

• Provide support for annual Disaster Recovery (DR) exercises for supported applications.

• Support System Engineers on server-level patches/upgrades as applicable.

• Work with 3rd party monitoring tools such as Control-M, Geneos, Splunk, SQL Monitor.

• Configure and monitor Market Data and Geneos dashboards.

• Maintain proper documentation of application incidents and tasks for each production release.

• Demonstrate enthusiasm, proactivity, goal-orientation, excellent communication, presentation skills, and attention to detail.

• Resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe, Unix shell, or DB scripts.

• Strong skills in AS400, Linux/Unix shell scripting, MS SQL, Oracle, and BMC Control-M Scheduler.

• Familiarity with ITIL methodology, particularly Service Operation, is a plus.

Requirements

Education:

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

Essential Skills & Experience:

• Prior hands-on production support experience on Open Systems and/or AS/400.

• Strong support knowledge in at least one of the following:

  • Retail or wholesale payment systems

  • Customer information systems

  • Batch monitoring

  • Monitoring tools - Splunk, Geneos

• Willingness to work in an onsite 247 shift-support model.

• Hands-on experience in:

  • Writing AS/400 and SQL queries

  • Parsing logs for issue investigation

  • Writing shell scripts (UNIX) to optimize incident investigation

• Strong written and verbal communication skills ability to manage user interactions effectively.

• Ability to quickly adapt to new technologies and environments.

• Minimum 2 years of production support experience in banking or financial services across multiple technologies/platforms.

• Ability to work in a fast-paced, high-pressure environment.

• Willingness to work across multiple platforms: UNIX/Open Systems, AS/400, and Mainframe.

Additional Considerations:

• Candidates with experience in operations teams, batch monitoring, or similar roles in other industries are encouraged to apply.

Key Domain/Technical Skills

• SQL, AS400, Control-M, Mainframe

• Unix, Shell Scripting, Geneos, Splunk