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Posted :
09 Mar 2018
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Sole Responsibilities
  • Being part of 24x7, leading L2 production support team for banking applications
  • Incident Resolution, Request Resolution, Problem Analysis and Resolution, Release Deployment
  • Batch Management (Monitoring and Coordination with up-stream down-stream in case any issues)
  • Technical Documentation on Knowledge Management Documentation and filling Daily health check reports.
  • Self learning and developing knowledge in domain and new applications.
  • Work with multi regional team and maintain proper handover from the regional team members
  • Coordination with the regional leaders from customer side, escalating the issues to respective touch points, provide updates and coordinate to get the issues resolved,
  • Ensure Handover / takeover from/to Shift on pending issues and ensure effective resolution
  • Participating in the Infrastructure activities from L2 perspective, stopping/starting applications in support before and after infrastructure activities followed by appropriate checkouts.
  • Working as team lead, ensuring the timely acknowledgement/resolution/reporting/escalations in the shift.
  • Preparing Support metrics/dashboard report and regular support activities reporting
  • Appropriate delegation/coordination of activities in the team/shift and esnure timely completion of tasks.
  • Coming up with ideas on service Improvement for effective service delivery and ensure high level of customer satisfaction.
  • 6-10 Years of experience in Application Development/Support with at least 2 years in L2 Production Support for investment banking domain
  • Broad Technical Knowledge (command line and scripting in UNIX environment)
  • Good DBMS concepts and SQL writing experience
  • ITIL processes knowledge:
  • Incident Management
  • Request Management
  • Problem Management
  • Release and Deployment Management
  • Excellent communication skills and user handling skills
  • Open for Night Shift and on call Support as required
  • Knowledge of ticketing tools like Remedy/SNOW and scheduler tools, Autosys/Cron etc
  • Preferences
  • Attitude and respect for high quality standards
  • Strong relationship builder
  • Strong problem solving skills
  • ITIL Foundation Certification
  • Good reporting skills on SLA/Regular tracking reports
  • Good knowledge in investment banking domain/applications.
  • Experience of working as a team lead in Investment Bank managing the support activities, ensuring the timely acknowledgement/resolution/reporting/escalations in the shift.