"Total Experience: 10+ above
Required Skill Set:
• 5 years of relevant application production support experience
• Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident Problem Management, Release Deployment, Operational Readiness, Application Monitoring Production Governance.
• Site Reliability Engineering (SRE) Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
• Excellent written and verbal communication skills
• Proven knowledge in some all of the following AS400, .net
• Knowledge of Middleware technologies good knowledge of windows server Operating system knowledge in Unix and Windows
• Experience with Database technologies (examples Oracle, DB2 and PLSQL ) queries to support incident resolution.
• Knowledge of event driven and schedule driven batch processes
• Experience of handling various production support roles (technical L1L2L3) and hands-on experience in using at least 2-3 widely used monitoring scheduling tools
• Experience with troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations risk, real-time restoration, triaging of issues impacting technical services (application infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
• Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared common solutions, and proactively identify cross-functional or technical issues
• Working on some weekends and bank holidays as part of a 5-day week shift pattern
• Also, Leads End-to-End maintenance responsibility of all production services related to technology.
• Work activities specific to Production Shared Services include Problem Incident Management, Operational Readiness, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage. Actively engage and lead production support issues incidents.
• Takes ownership of escalations and perform trouble shooting, analysis, research, and resolution.
• Ensure production and performance SLAs are met and escalate issues which needs attention.
• Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision.
• Identifies vulnerabilities and opportunities for improvement.
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