Production Support

We are seeking an experienced L2 Application Production Support Engineer with a strong IT background in handling production environments. The ideal candidate will have extensive experience in Unix/Linux, Oracle SQL, and ITIL-based service management. The candidate must also have a thorough understanding of banking domain practices and a willingness to work in a fast-paced 24x7 support module. This role demands strong analytical, communication, and coordination skills to ensure high availability and reliability of critical applications.

Key Responsibilities

Level 2 Application Support:Provide L2 production support for critical applications, ensuring timely and effective resolution of issues.Handle 24x7 support operations and resolve technical issues in alignment with SLAs.Monitor application performance, handle incidents, and perform root cause analysis for production issues.

Incident Management

Quick and effective troubleshooting of incidents in the production environment.Manage escalations and Major Incident Management (MIM) processes, ensuring clear communication and coordination during critical outages.Coordinate with Infrastructure (IT) teams and development partners for issue resolution.

Monitoring & Maintenance

Use monitoring tools like ITRS to keep track of application health and performance.Handle Autosys jobs and escalate appropriately if any job fails.Perform debugging using Unix scripting and Oracle SQL queries.

Change & Release Management

Assist with deployments and changes using tools like uDeploy and ServiceNow.Follow ITIL practices for Incident, Change, and Problem Management.Manage and maintain documentation for standard operating procedures and knowledge base.

User Communication

Provide clear, timely, and proactive communication to stakeholders regarding incident status, impacts, and resolutions.Prepare and send user communication for planned/unplanned outages.

Collaboration

Work closely with cross-functional teams, including infrastructure teams, developers, and business stakeholders, to resolve issues and plan releases.Actively participate in post-incident reviews and provide inputs for improvement.