Role Summary
The L1 Production Support Engineer for VisionPLUS 10 (Flex) at the client is responsible for monitoring, triaging, and resolving first-level issues across VisionPLUS 10 modules. This includes batch job monitoring, incident handling, and coordination with L2/L3 teams for escalations.
Key Responsibilities
- Monitor application and batch job alerts related to VisionPLUS 10 (Flex)
- Perform daily health checks and validations across modules like CMS, FAS, TRAMS, ITS, etc
- Handle initial triage of incidents and user tickets
- Provide quick fixes and workarounds for known issues
- Maintain SOP documentation and knowledge base for recurring issues
- Escalate unresolved or complex problems to L2/L3 teams
- Coordinate with development, infrastructure, and vendor teams
- Support monthly release deployments and patching activities
- Prepare RCA and incident reports
- Serve as the first point of contact for VisionPLUS 10 -related incidents and service requests
- Assist with routine tasks such as password resets, account unlocks, and basic configuration
- changes
Required Skills & Experience
- Relevant experience in L1 support roles, preferably in banking or card systems
- Basic understanding of VisionPLUS 10 (Flex) architecture and core modules
- Exposure to JCL, COBOL, VSAM, CICS is a must
- Exposure to Microfocus environment (Flex) is a must - Basic Linux commands, WinSCp, Putty, DMC, Scheduler for Open Technologies
- Familiarity with SQL/DB2 and log analysis - Good to Have
- Strong communication and customer service orientation
- Experience with ITSM tools (e.g., ServiceNow, Remedy)
- Knowledge of ITIL practices preferred - Good to Have
- Client-Specific Context
- The role is part of a broader support structure involving 24x7 coverage for over 50 applications.
