Role:- IT Production Support Engineer
Job Description
· The IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround. Closely follow-up and monitor issue from investigation, fix availability and testing, to production release. Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces
Responsibilities:
· Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward
· Manage and respond to users on timely manner.
· Log incident ticket for production issues and user queries
· Provide necessary information needed for further investigation to next level support (L2) to proceed with fix
· Ensure L2 teams identify root cause with impact analysis before delivering production defect fixes
· Prioritize defects and plan for production release based on defect criticality or align with quarterly release
· Follow up on defect and incident closure and meet incident closure KPI
· Share production defect support learning with QA team and development team to improve application quality and minimize future defects
· Make sure system availability as per respective agreed SLA
· Ensure daily end of day execution for supported applications complete successfully
· Perform annual Disaster Recovery (DR) exercise for supported applications
· Provide support to System Engineers on server level patches / upgrade as and when applicable
· Ensure proper knowledge transfer (KT) from project / development team before enhancement release
· Ensure application documentation is properly updated for each production release
Requirements
· Strong troubleshooting and problem solving skills
· Strong business knowledge and ability to pick up application knowledge quickly. Prior banking knowledge around Credit Origination will be an advantage.
· Strong written, oral communication skills and able to manage user / vendor / customer
· Strong IT skill(JAVA , J2EE technology & DB)
· 4 or more years’ production support experience.
All your information will be kept confidential according to EEO guidelines.
