IT Production Support Specialist
1 month ago
IT Production Support Specialist
The IT Production Support Specialist is responsible for ensuring the smooth operation of applications in production. This involves investigating production issues, responding to users with feasible workarounds, and closely following up on issue resolution. The specialist must also clarify user queries, ensure system availability as per SLA, and perform scheduled health checks across applications.
Responsibilities:
- Investigate production issues and respond based on production defect severity SLAs
- Manage and respond to users in a timely manner
- Log incident tickets for production issues and user queries
- Follow up on defect and incident closure and meet incident closure KPI
- Ensure system availability as per respective agreed SLA
- Provide support for annual Disaster Recovery (DR) exercise for supported applications
- Collaborate with 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 and dashboard configuration
- Ensure application incident & task documentation is properly updated for each production release
Requirements:
- Prior hands-on production support experience of OPEN Systems/AS4000
- Good support knowledge in either one of the retail or wholesale payment or customer information systems
- Willingness to work in onsite shift-support model [24*7]
- Hands-on experience in writing AS400 and SQL queries and parsing logs for issue investigation
- Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation
- Strong written, oral communication skills and ability to manage user
- Ability to easily adapt to any technology/environment
- 2 or more years' production support experience in bank or financial vendors across multiple technologies/platform
- Ability to work in fast-paced and high-pressure working environment
- Willingness to work across platforms – UNIX/open, AS/400, and mainframe
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