Job Description

Responsibilities About this role:
Team member will be working as application technical Support role and owns the incident and problem management process in production environment for critical payment processing applications. Candidate will have continuous vigil/monitoring of the application logs, infrastructure, servers, etc. Follow the escalation matrix in place, reach out to application teams if required, document the overall steps taken and communicate to all stakeholders to close the loop.
In this role, you will: Participate in complex technical issues and initiatives related to large scale applications, systems, databases, or other technical products and services
Identify opportunity for process improvements within technical support strategies and plans
Review and analyze technical queries to extract data, create standard databases, or perform limited programming to fine tune systems supporting low to medium risk technical deliverables
Present recommendations for resolving complex technical queries
Exercise some independent judgment to analyze performance trends and recommend process improvements while developing understanding of technical process controls or standards
Work as an internal consultant regarding use of tools and processes
Provide information related to supported system area to functional colleagues, internal partners and stakeholders, including internal customers
At least 3-5 yrs of application support experience for payment applications
Strong Banking domain knowledge
Strong experience in Unix Shell/Perl scripting.
Strong knowledge of Relational database & SQL queries
Flexible to work in shifts (APAC & UK ) on rotational basis
Expertise in ITIL processes ( Change , Incident and Problem Management) for Application Support
Knowledge on monitoring tools like ITRS Geneos, AppDynamics , Splunk , etc
Experience in supporting Tomcat, Apache or Weblogic Server or any similar Application servers.
Knowledge of IBM MQ Series, Tomcat
Experience in job scheduling tools like Autosys
Demonstrated experience in identifying critical issues and troubleshooting.
Responds to customer inquiries, resolves and closes problem tickets within the SLA
Responds to operation monitoring events in test and production environments
Good interpersonal, oral, and written communication skills.
Escalates to Level 3 support as required
Provide support on weekends for application changes and patching activities.
Work with Various partners and Technology teams for quick restoration and ensure Application availability.
Provide timely solution to incidents and escalate appropriately as required.
Take the lead for the issues and drive them to closure.
Knowledge on Java

Required Qualifications, International: University degree in CSE or Equivalent.
Experience of more than 3-5 years in providing application technical support.
Knowledge and experience in ITIL processes, unix, scripting, SQL.
Strong analytical and troubleshooting skills.
Fluency in written and verbal communication skills
Experience in Scripting / Automation in Linux (Shell / Perl / Python)
Experience supporting production and non production environments

Desired Qualifications: Experience in Oracle, Unix, shell scripting, ITIL certification, knowledge on ITRS Geneos, Knowledge of Java, SRE

Job Expectations: This role is for an individual contributor who will be responsible to support the application at L2 capacity Attain excellent application knowledge - Technical and Functional, Work on User Service Requests, perform Application Health Checks, status reporting, Improvement/Automation and other BAU responsibilities.
In addition, collaborate with Development teams and other Technology Partner teams to restore application from an outage (Incident Management) and perform Root Cause Analysis (Problem Management).
Team works in 2 shifts between 07:30 AM to 7:30 PM IST and provides weekend support on rotational basis.
Education: Any Graduate
Industry: Financial Services/Stockbroking, Banking

Skills Required