Production Support Analyst

Duties and responsibilities:

Responsibilities

  • Collaborate with Client and Support team to ensure customer queries are duly addressed
  • Monitor application status & performance and escalate issues to relevant stakeholders
  • Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics
  • Maintain status of problem resolution and stake holders on resolution status
  • Responsible to work with global business teams and SMEs to understand and analyze functional requirements
  • Prioritize and execute the operational tasks
  • Work in different shifts round the clock, 24X7
  • Provide adhoc support over the week-off
  • Provide service desk support for Incidents, service requests to all stakeholders
  • Extraction of relevant MIS
  • Document known issues & solutions and ensures adequate internal communication of problem resolution
  • Responsible for monitoring, operating, managing, troubleshooting and restoring the service
  • 2-5 years of experience in L2 application/production support, backend operations for
  • Familiar with the fundamental principles of ITIL/SLA
  • Should have good verbal and written communication skills
  • Should have hands on working experience in Unix, MSSQL
  • Should have hands on working experience in Oracle 9i/10g/11g, MySQL
  • Ability to write and execute SQL queries to validate data
  • understanding of object-oriented programming, distributed systems, web technology and web protocols (HTTP, TCP/IP)
  • scripting knowledge of UNIX, PERL and PYTHON will be plus knowledge on JAVA, C++ and PRO*C will be a plus
  • BE/MCA or relevant technical discipline required
  • Preferably from Payment-Banking Industry