[AIT] Production support Level 2 Analyst (MAX 4095)

Job Title

Production Support Level 2 Analyst

Key Contact

Production support (Retail and Wholesale groups) team members, SIS/Ops, GTO Operations users, Project Manager, Delivery Manager, Developers, Vendor.

Job Objectives

Application support analyst to provide efficient application support service for cross-functional or regional applications to provide a stable a production environment to business.

Key Responsibilities

• Provide Level 2 support on user query/requirement and production issue raised - Event / Incident and problem management

ü  Investigate production issues, respond based on production defect severity SLAs

ü  Manage and respond to users on timely manner.

ü  Log incident ticket for production issues and user queries

ü  Follow up on defect and incident closure and meet incident closure KPI

ü  Make sure system availability as per respective agreed SLA

ü  Ensure daily end of day execution for supported applications complete successfully

ü  Perform annual Disaster Recovery (DR) exercise for supported applications

ü  Provide support to System Engineers on server level patches / upgrade as and when applicable

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

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

ü  Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using java snippets or Unix shell or DB scripts etc

Key Requirements

• Minimum 5 years of experience working in Banking IT industry support.

• Strong team player. Flexible and being able to manage time effectively.

• Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.

• Strong & assertive communicator in speaking & writing.

• Good to have experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.

• Understanding of ITIL methodology will be an added advantage.

Essential Technical Skill :-

• Hands-On experience in writing / debugging scripts, code, database queries

• Knowledge of SQL and relational databases – traditional RDMS, such as SQL

• Strong understanding of Unix, Linux and Windows

• Knowledge on Tetherfi Products will be added advantage.

• Implementation experience in Avaya Contact Center Products and services.

• Strong experience in monitoring, call tracking, replaying capabilities

• Software Engineering & Change Management

• Solid understanding of resiliency and redundancy designs

• Excellent problem solving skills in a distributed, multi technology ecosystem

• Interfaces and Messaging systems

Personal Skill :-

• Ability to work in a team environment

• Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority

• Excellent communication and interpersonal skills with the ability to communicate well at all levels

• Strong problem solving skills while being process orientated

• Self-motivating and delivery focused individual

• Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues

• Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner