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:
Education:

• Bachelor’s Degree in Computer Science or a related field.

Essential Skills &Experience:

• 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; ability 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.