IT Production Support Engineer

The specialized Group Applications 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 24X7 shift based environment, and support implementations during bank’s green zone


Core Key Responsibilities

Investigate production issues, respond based on production incident TRO (target resolution objective) and upkeep FCR (first call resolution)

Manage and respond to users queries in timely manner and correlate patterns indicative of wider issues or defects

Timely execute start-of-day, end-of-day and intraday proactive checks for applications

Perform special events monitoring like ecommerce merchant’s sale and regular updates to stakeholders

Manage incident, task SOPs and conduct regular recertification for continued sanctity and validity

Analyze and conduct service reviews across application groups adding critical value to shift left and demand management

Key Requirements

Prior hand-on production support experience of OPEN Systems or AS/400 – might ask to write or show during interview

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

Willing to work in onsite shift-support model

Ability to easily adopt to any technology / environment - UNIX / open, AS/400 and mainframe

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

Strong written, oral communication skills and able to manage user / vendor / customer

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

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