Production Support Analyst

Experience: 1-9 Years
Role: Production Support Analyst

Responsibilities:

Provide end-to-end support for customer-facing banking applications, transaction-processing services, and the underlying technology infrastructure in a 24x7, SLA-driven environment.

Banking Application and Customer Issue Support

. Investigate customer-reported Login, Online banking, mobile apps , payment failures, delays, reversals, reconciliation exceptions, login and authentication issues, and failed, pending, duplicate, rejected, or delayed transactions.

. Support incidents affecting core banking, retail and wholesale banking, cash management, customer information, credit cards, debit cards, card processing, Global Market and Enterprise and account-related services.

. Assess customer and business impact, provide timely updates.

Transaction Investigation and Production Support

. Perform end-to-end transaction tracing across applications, databases, APIs, interfaces, middleware, operating systems, networks, storage, AS/400, mainframe, and downstream services.

. Analyze application and system logs, SQL data, batch records, error messages, monitoring alerts, and file-transfer results to isolate the point of failure.

. Identify whether an issue originates from an application, database, scheduler, operating system, network, storage platform, middleware, external interface, or third-party service.

. Support Start-of-Day and End-of-Day processing, post production releases health checks, post application deployments health checks, assist teams with service restoration, and Disaster Recovery exercises.

Infrastructure Maintenance and Engineering

. Perform or coordinate network troubleshooting, OS patching and upgrades.

. Safely stop and restart application, middleware, database, batch, and related services during maintenance complete pre-checks, post-change validation, health checks, and business handover.

Monitoring, Batch Operations, and Automation

. Monitor systems, transactions, batch jobs, interfaces, scheduled tasks, and file transfers using Splunk, Geneos, Control-M, SQL Monitor, and other enterprise tools.

. Create and maintain dashboards, alerts, operational views, and actionable monitoring for application and infrastructure services.

. Develop automation using UNIX/Linux shell scripting,SQL, or equivalent technologies to improve reliability and reduce manual effort.

Service Operations and ITIL Management

. Apply Incident, Problem, and Change Management practices participate in major incident recovery and restore services within agreed SLA and KPI targets.

. Conduct root-cause analysis and post-incident reviews, track corrective and preventive actions, and coordinate permanent remediation for recurring issues.

. Prepare change records, risk and impact assessments, implementation steps, validation procedures and production-readiness evidence.

. Support Service Request Management, operational acceptance, SLA reporting, and service-availability reporting.

Stakeholder, Documentation, and Compliance

. Coordinate with business users, customer service, banking operations, application, database, infrastructure, network, storage, cybersecurity, command-centre, and vendor teams.

. Provide clear management updates during service disruptions and maintain incident reports, SOPs, runbooks, recovery procedures, implementation plans, and knowledge articles.

. Ensure production activities comply with banking technology-risk, information-security, regulatory, audit, access-control, and change-governance requirements.

Requirements:

Education:

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

. At least 1-9 years of relevant production support or infrastructure operations experience, preferably within banking or financial services.

. Experience supporting business-critical services in a 24x7 environment with formal SLA, incident, problem, and change controls.

Essential:

. Strong troubleshooting skills across applications, Linux/UNIX or Windows, SQL databases, APIs, middleware, networks, storage, and batch-processing environments.

. Hands-on experience with log analysis, SQL investigation, transaction tracing, service recovery, production deployment, and Start-of-Day or End-of-Day operations.

. Working knowledge of Splunk, Geneos, Control-M, SQL Monitor, or comparable enterprise monitoring and scheduling platforms.

. Ability to create automation using AS400, shell scripting, SQL, Mainframe or equivalent technologies.

. Practical knowledge of ITIL Incident, Problem, Change and Service Request Management processes.

. Clear written and verbal communication, including management updates, technical documentation, runbooks, root-cause reports, and stakeholder coordination.

. Willingness to work in 24x7 shift, weekend shifts.

Key Domain/ Technical Skills:

. Banking production support: payments, transactions, core banking, cash management, cards, batch and reconciliation

. Infrastructure and operations: Linux/UNIX, Windows, SQL, APIs, middleware, networks, storage, VMware, AS/400/mainframe

. Monitoring and automation: Splunk, Geneos, Control-M, SQL Monitor, Shell Scripting.