L1 It Application Support Engineer (Banking Group Application Support)

Work Hours:
24x7 Overnight Rotational Shift Work

What we are looking for:
Unix/Linux OS, Shell Scripting, SQL Queries, Control-M Job Scheduling

Job Objectives

The specialized Group Application Support IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround. Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team. Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces. Perform scheduled health check tasks across applications and raise alerts in case required.

Able to work in shift-based environment, support implementations during bank’s green zone.

Job Responsibilities

Investigate production issues, respond based on production defect 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 incident closure KPI.

Make sure system availability as per respective agreed SLA.

Ensure daily start of day (SOD) and end of day (EOD) execution for supported applications complete successfully.

Provide support for annual Disaster Recovery (DR) exercise for 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, Genos, Splunk, SQL Monitor

Knowledge with Market Data, and Genos monitoring setup and dashboard configuration

Ensure application incident &
task documentation is properly updated for each production release.

Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail.

Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe or Unix shell 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

Prior hand-on production support experience of OPEN Systems/AS4000

Good support knowledge in either one of the retail or wholesale payment or customer information systems

Willing to work in onsite shift-support model [24*7]

Hands-on experience in writing AS400 and SQL queries and parsing logs for issue investigation

Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation.

Strong written, oral communication skills and able to manage user.

Ability to easily adopt to any technology / environment.

2 or more years’ production support experience in bank or financial vendors across multiple technologies / platform

Be able to work in fast pace and high-pressure working environment.

Willingness to work across platforms – UNIX / open, AS/400 and mainframe

Possible Shift Patterns (Might be subjected to changes):

24/7:

1st shift - 7AM to 6PM

2nd shift - 11AM to 10PM

3rd shift - 9:
30PM to 8AM

** this usually have 4 days/nights work followed by 3 days off

Regular:

1st shift - 8AM to 5:
30PM

2nd shift - 9AM to 6:
30PM

3rd shift - 1PM to 10PM

**this is usually Monday to Friday, weekends off