Production Support Specialist (Banking, 1-year renewable contract)

Key Responsibilities

• Provide production support for global banking applications, ensuring timely identification and resolution of incidents.
• Manage incident and problem tickets through the ITSM tool, including post-incident root cause analysis and driving permanent resolutions.
• Perform capacity and performance management, monitoring application stability and performance.
• Collaborate with development teams for knowledge transfer and training on new services or major upgrades.
• Support both internal and external audits, ensuring compliance with required standards.
• Partner with business and operations stakeholders to review KPI metrics, prioritize defect fixes, and enhance service stability.
• Provide on-call and shift-based support, including weekends and holidays, for incident triaging and resolution.
• Contribute to automation, process improvements, and shared/common solutions across production support teams.
• Work closely with infrastructure, development, and testing teams on integrated releases, upgrades, and operational readiness.
• Communicate overall application health, restoration progress, and issue resolutions to stakeholders at all levels.

Key Requirements

• 5+ years of relevant IT experience in production support, ITIL, release support, or technical implementations.
• Strong knowledge of Java/J2EE technologies (Core Java, JDBC, EJB, Web Services), server-side technologies (SOAP/REST, XML, MQ, Microservices, MuleSoft).
• Familiarity with middleware components (IBM WebSphere MQ, Message Broker, JBoss, MuleSoft).
• Strong operating system expertise (Unix, Windows) with advanced scripting skills.
• Proficiency in database technologies (Oracle, DB2, PL/SQL) for query-based troubleshooting.
• Knowledge of event-driven and schedule-driven batch processes.
• Hands-on experience with production support roles (L1/L2/L3) and use of monitoring/scheduling tools.
• Strong troubleshooting, analysis, and problem-resolution skills with ability to conduct root cause analysis.
• Experience managing real-time restoration of application/infrastructure services, engaging cross-functional teams, and ensuring timely resolution.
• Ability to work effectively with diverse teams, including Technology Infrastructure, Development, and Testing groups.
• Excellent written and verbal communication skills in English, with ability to convey technical issues to business stakeholders.
• Flexible, proactive, and adaptable to fast-paced, high-pressure environments.
• Willingness to work in shift patterns, including some weekends and holidays.

Desired Skills:

• Experience leading end-to-end production services, including incident management, release/deployment, capacity/availability management, monitoring, analytics, and governance.
• Proven ability to take ownership of escalations and drive resolutions.
• Strong analytical and technical skills in planning, installing, and supporting software/equipment.
• Ability to identify vulnerabilities, propose improvements, and track metrics to drive service performance.