Production Support Engineer

. Investigate production issues, respond based on production defect severity SLAs

. Manage and respond to users on timely manner.

. Log incident ticket for production issues and user queries

. Follow up on defect and incident closure and meet incident closure KPI

. Make sure system availability as per respective agreed SLA

. Ensure daily start of day(SOD) and end of day(EOD) execution for supported applications complete successfully

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

. Provide support to System Engineers on server level patches / upgrade as and when applicable

. Knowledge with 3rd party monitoring tools like Control-M, Geneos, Splunk, SQL Monitor

. Knowledge with Market Data, and Geneos monitoring setup and dashboard configuration

. Ensure application incident & task documentation is properly updated for each production release

. Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail

. Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe or unix shell or DB scripts etc

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

. Good to have understanding and experience of ITIL methodology [service operation]
Education:

. Bachelors Degree in Computer Science or related field.

Essential:

. Prior hand-on production support experience of OPEN Systems/AS4000

. Good support knowledge in either one of the retail or wholesale payment or customer information systems

. Willing to work in onsite shift-support model [24.7]

. Hands-on experience in writing AS400 and SQL queries and parsing logs for issue investigation

. Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation

. Strong written, oral communication skills and able to manage user

. Ability to easily adopt to any technology / environment

. 2 or more years production support experience in bank or financial vendors across multiple technologies / platform

. Be able to work in fast pace and high-pressure working environment

Willingness to work across platforms - UNIX / open, AS/400 and mainframe

. SQL, AS400, Control-M, Mainframe

. Unix, Shell Script, Geneos, Splunk