Production Support Engineer

Experience:
6-9 Years

Role:
Production Support Engineer

Key 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, Geneos, Splunk, SQL Monitor

· Knowledge with Market Data, and Geneos 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]

Key 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