Key Responsibilities:
- Provide Level 1.5 and Level 2 support for mission-critical production systems in a 24x7 environment.
- Perform incident management, problem resolution, and root cause analysis for issues across applications, middleware, OS, and database layers.
- Support Java/J2EE-based applications deployed on Linux (RHEL) environments.
- Write, maintain, and optimize SQL scripts, stored procedures, and shell scripts for data extraction, transformation, and process automation.
- Execute and validate production deployments during approved green zones or scheduled windows.
- Maintain SLAs, track KPIs, and work with SRE/dev teams to ensure system availability and reliability.
- Work closely with application development, QA, infrastructure, and business teams to triage and resolve issues.
- Create and maintain detailed documentation of SOPs, known errors, and runbooks.
- Perform daily health checks, batch job monitoring, and service availability verification.
- Ensure compliance with ITIL-based support practices including incident, problem, and change management.
Required Skills & Qualifications:
- 2-5 years of production support experience, preferably in the banking or financial services domain.
- Strong hands-on knowledge of RHEL/Linux OS, including shell scripting and command-line troubleshooting.
- Experience supporting Java/J2EE applications (log analysis,thread dumps, heap analysis, performance tuning).
- Proficiency in SQL and PL/SQL with experience in databases like Oracle, PostgreSQL, or MySQL.
- Familiarity with production deployment processes, rollback procedures, and change controls.
- Experience working with batch jobs, ETL pipelines, or file-based integrations.
- Exposure to monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, Grafana, Prometheus, ELK stack).
- Familiarity with CI/CD tools (e.g., Jenkins, GitLab CI/CD), version control systems, and basic automation practices.
- Hands-on with ITSM/ticketing tools like ServiceNow, Remedy, or JIRA.
- Experience in incident escalation management and providing post-mortem documentation and follow-ups.
- Strong analytical and communication skills, with a customer-centric support mindset.
