IT Production Support Engineer
Responsibilities:
- Investigate production issues, respond based on productiondefect 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 incidentclosure KPI
- Make sure system availability as per respective agreed SLA
- Ensure daily start of day(SOD) and end of day(EOD) executionfor supported applications complete successfully
- Provide support for annual Disaster Recovery (DR) exercisefor 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 anddashboard configuration
- Ensure application incident & task documentation isproperly updated for each production release
- Enthusiastic, hardworking, proactive and goal-oriented, withexcellent communication and presentation skills, demonstrated professionalismand attention to detail
- Proven ability to work and resolve production incidents understrict time constraints and provide workarounds using AS400/mainframe or unixshell 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]
Requirements:
- Bachelor’s Degree in Computer Science or a related field.
- Prior hands-on production support experience on Open Systems and/or AS/400.
- Strong support knowledge in at least one of the following: Retail or wholesale payment systems, Customer information systems, Batch monitoring, Monitoring tool – Splunk, Geneos
- Willingness to work in an onsite shift-support model (24×7).
- Hands-on experience in: Writing AS/400 and SQL queries, Parsing logs for issue investigation, Writing shell scripts (UNIX) to optimize incident investigation
- Strong written and verbal communication skills;nability to manage user interactions effectively.
- Ability to quickly adapt to new technologies and environments.
- Minimum 2 years of production support experience in banking or financial services across multiple technologies/platforms.
- Ability to work in a fast-paced, high-pressure environment.
- Willingness to work across multiple platforms: UNIX/Open Systems, AS/400, and Mainframe.