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L1 Production Support and L2 Production Support Analyst Roles
2 weeks ago
Junior Production Support Analyst and Senior Production Support Analyst Roles
1. Junior Production Support Analyst
Job Requirement:
2–4 years of experience in Production Support or related role.
Strong technical skills in Java, SQL, UNIX, and scripting languages.
Troubleshoot and resolve complex production issues efficiently.
Willingness to participate in on-call rotation.
Responsibilities:
Monitor and troubleshoot production issues (Linux VMs, Vendor Product, SFTP).
Collaborate with cross-functional teams to identify and resolve production issues.
Perform root cause analysis and provide solutions to prevent future issues.
Create and maintain documentation related to production issues and resolutions via JIRA.
Implement and maintain processes and procedures to improve production support.
Provide daily, weekly, and monthly reports on system performance and issue status.
Ensure proper deployment and release of software updates & infrastructure patches/upgrades.
Participate in on-call rotation and respond to production issues after business hours. There are two shifts, Rotational, Morning and Afternoon.
Deployments during silent hours.
Development work within the vendor product (about 10%-20% of time).
2. L2 Production Support Analyst
Shift Timings:
12 Hrs rotational shifts
Job Requirement:
At least 5 years working in an L2 Application Support Environment which mainly involves Incident and Problem Management.
Experience in application implementation projects in financial institutions would be advantageous.
With a keen interest in providing high service quality and familiar with the demand of a 24x7 support environment.
Mandatory Must-have Tech Skills / Framework:
Core technical competency must require:
Basic knowledge on end-to-end web based application infrastructure.
Good to have experiences:
Application Monitoring Tools.
Incident Management.
Problem Management.
Good project management skills with attention to details, ability to multi-task and work within tight timelines.
Good knowledge of financial institution products and digital platforms are added advantages.
Responsibilities:
Perform work in shifts to provide 24/7 on-site or on-call support.
Incident and Problem management.
Should have knowledge on SRE Best practices and able to adhere to SRE guidelines in the work.
Provide root cause analysis techniques to determine cause and resolve complex system issues.
Perform post-resolution follow-ups to ensure problems have been adequately resolved.
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Work with onsite and offshore teams across multiple technologies/applications.
Continuous improvement of the system, e.g. removal of TOIL, job automation, performance tuning.
Proactive management of production services by measuring and monitoring availability, latency, throughput, user journeys and overall system health.
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