Production Support Analyst

Role: Production Support Analyst

Job Level: 3-5 years of relevant experience (L2)

Duration: 12 Months

Key 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

Skills :

• OS400, AS400 RPG, COBOL
• Unix, Linux, Solaris, Shell Script, Oracle DB
• Tooling - Splunk, Geneos, Control-m, Helix, Aldon, etc. (added- advantage)