- 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
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.
Technical skills:
Mainframe, CardlinkCOBOL, JCL, VSAM, CICS, EzytrieveMicrosoft Office.
