Production Support Analyst

• 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 Job Requirements: • Bachelors’ Degree in Computer Science or related field. • At least 3 years’ relevant experience preferably in Level 2 production support field. • You are experienced in Level 2 production support. If you are having development background would be added advantage. • You need to possess good analytical mind in production trouble-shooting and capable to work with Development/Level 3 support team and other stakeholders for interim solution, fixes delivery and continuous improvement for preventive measure. • Experience in incident and problem management life cycle to follow thru till proper closure of incident and problem tickets. • You are expected to be a fast learner to acquire assigned banking domain knowledge and to on-board new apps / modules / services / functions / enhancements from Development teams and ensure production stability would not cause by these changes. • Capable in preparing/maintaining KB/SOP/Runbook documentation for incident related issues and System Operations supported activities (eg. OS/DB patch, RDR, Cert/Key renewal, batch trending analysis, etc.) • Committed to take on EOD / System Operation support roster to support EOD batch run and support upgrade/maintenance activities scheduled during wee-hours and weekend. • You must have work experience in AS400 and/or Open System platform; if you are in Banking / Financial industry previously, it would be a bonus. • Inclination for automation and tooling and exposure to Splunk, Geneos, Control-m, Helix, Aldon, etc. would be great advantage • OS400, AS400 RPG, COBOL • Unix, Linux, Solaris, Shell Script, Oracle DB • Tooling - Splunk, Geneos, Control-m, Helix, Aldon, etc. (added- advantage)