About the Role

Responsibilities

• The candidate has to perform below responsibilities
• Production setup up-time as per Service level agreement
• Solving the customer incidents in the given time with the help of different teams
• Primary debugging of the issues and solving the same with help of knowledge base and if not found in KB then identify the area and support requirement for solving the issue
• Monitoring of the system to proactively identifying the issues
• Supporting the batch and maintenance jobs scheduled on given frequency
• Supporting the service request from customer like giving reports, logs etc.
• Escalation and updates to higher management about the issues and impacts
• On job training on the different technology to uplift the support standards and service level targets
• Innovation in the processes and activities being carried out day-to-day
• Automation, process improvements and self service points identification and raised with the L3 team, get it implemented in production
• Periodic reviews with customers on all open issues, SLA tracking and demonstrating the value addition
• Severity 1 issues handling with proper escalations and higher management updates

Candidate Requirements

• Engineering graduate specialized in computers
• Masters degree preferable
• Certification
• 5+ year experience in production support, preferably in Banking / Financial (BFSI) domain
• Worked on different O/s having some high level knowledge used for problem solving
• Good knowledge on database in terms of code tuning, debugging issues, backups / recovery / DR / BCP operations knowledge
• Experience working in shift and on call support
• Experience to handle pressure in production Severity 1 issues

Location & Commitments

• This is a Permanent Opportunity.
• Job Location is Pune