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.