Proposed Job Description :
Responsible for the day-to-day incident management, including tasks related to identifying and troubleshooting application issues proactively
Responsibilities also include problem management, root cause analysis, management communication in partnership with production services team members.
Ensures all production change requests are made in accordance with compliance and risk guidelines. Responsible for mentoring team members and acting as a subject matter expert (SME).
In good knowledge of the application(s) supported and interdependencies.
Roles and Responsibilities :
Provide daily support with resolution of escalatedtickets and act as liaison to business and technical leads to ensure issues areresolved and closed in timely manner
Perform production support activities which involvesissue analysis and resolution within the specified SLAs
Participate in knowledge transfer to ensure betterknowledge of the Application
Monitor process and software changes that impactproduction support, communicate project information to the production supportstaff and raise production support issues to the application team
Propose fixes to complex issues by doing a thorough analysisof root cause and impact of the defect
Coordinate and contribute application deployment inProduction environments
Basic Qualifications :
3-5 years of experience in Application or Product Support 3-5 experience supporting applications in Banking orFinancial Domain 3-
5 years of experience in supporting applicationsincluding scripting skills in Unix Shell Scripting and Windows batch scripting Experience in Incident Management, Change Management andProblem Management.
Experience in Infrastructure Support and Configuration
Preferred Skills :
Knowledge of the following toolsand technologies : Oracle or MS-SQL Server, .Net, MQ, Job Scheduler (ESP or anyone job scheduler is preferred) and Windows and UNIX operating systems.
Good to have : Java, Moogsoft,Appdyamics