Job Description

Responsibilities About this role:
This is a L2 production support role under CCIBT platform support team. Team is responsible for supporting platform catering for users in ASIA/Europe and AMRS. Daily support activities include addressing user queries, perform application health check, monitoring production batches & infrastructure, investigate and remediate application alerts, handle maintenance activities, implement applications release & changes etc. Team provides a 15 hour support coverage starting 5:30AM IST 10:30PM IST which include 2 shifts (5:30AM IST 2:30PM IST & 1:30PM IST 10:30PM IST). At end of the 2nd shift team will handover to platform team in US

In this role, you will:
Address user queries reported via email, chat or support tickets

Monitor the health of platform using standard monitoring tools like ITRS, Splunk & Appdynamics

Incident management: Handle major incidents. Work with multiple technology partners to resolve production issues and minimize application downtime

Communication Management: Handle major incident communications. Send production outage notifications to users and keep them updated on the incident resolution

Root-Cause Analysis: Investigate complex incidents to identify root-cause of incidents

Identify new monitoring opportunities and implement them in relevant tools like ITRS, AppDynamics and Splunk

Problem Management: Work closely with development teams and other partners to address recurring platform problems

Change Management: Implement application releases, other platform changes and maintenance activities. Validate changes by performing application health checks

Eliminate manual activities by automating them using scripts/tools etc

Desired Qualifications:
B.E./ B.Tech Degree in Information Technology/Computer science

4 Years of experience in Production Support in Investment banking trading applications

Basic knowledge on Investment banking

Expertise in UNIX, Shell scripting, SQL and AUTOSYS

Knowledge on tools like ITRS Geneos, Splunk, AppDynamic

Strong written/verbal communication skills with good stakeholder management and interpersonal skills.

Strong analytical and problem solving skills

Good understanding of ITIL and proven experience working within an ITIL aligned operating model.

Must be willing to work in shifts and to work in weekends on rotational basis
Education: BE/ B.Tech (Engineering)
Industry: Financial Services/Stockbroking, Banking

Skills Required