Production Support Analyst

Experience: 6-9 Years

Role: Production Support Analyst

Key Responsibilities:

. Provide 24x7 production support onsite / offsite.

. Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward

. Manage and respond to users on timely manner.

. Log incident ticket for production issues and user queries

. Provide necessary information needed for further investigation to next level support (L3) to proceed with fix

. Prioritize defects and plan for production release based on defect criticality or align with quarterly release

. Follow up on defect and incident closure and meet incident closure KPI

. Share production defect support learning with QA team and development team to improve application quality and minimize future defects

. Make sure system availability as per respective agreed SLA

. Support EOD batch run

. Perform annual Disaster Recovery (DR) exercise for supported applications

. Provide support to System Engineers on server level patches / upgrade as and when applicable

. Ensure proper knowledge transfer (KT) from project / development team before enhancement release

. Ensure application documentation is properly updated for each production release.

Key Requirements:

Education:

. Bachelor's degree in computer science or related field.

. At least 6 years relevant experience preferably in a Finance Institution.

Essential:

. At least 10 years of Mainframe experience.

. At least 5 years of solid Base CARDLINK (Credit and Debit Card System) hands-on experience.

. Cards and payments domain Knowledge.

. Expert knowledge and experience in COBOL, JCL, VSAM, CICS, MQ Series, Ezytrieve.

. Expert knowledge and use of Mainframe tools such as Control-M, Endevor, File-Aid, Control-M.

Prior application or production support experience is a plus

Key Domain/ Technical Skills:

. Mainframe, Cardlink

. COBOL, JCL, VSAM, CICS, Ezytrieve

. Microsoft Office.