Production Support Analyst

Responsibilities: • 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 Requirements: Education: ·    Bachelors’ Degree in Computer Science or related field. ·    At least 3 years’ relevant experience preferably in Level 2 production support field. Essential: ·   You are experienced in Level 2production 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 inAS400 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. Key Domain/ Technical Skills: ·       OS400, AS400 RPG, COBOL ·       Unix, Linux, Solaris, Shell Script, Oracle DB ·       Tooling - Splunk, Geneos, Control-m, Helix, Aldon, etc. (added- advantage)