L2 product support engineer

Job Responsibilities

• Investigate production issues, respond based on production incident TRO (target resolution objective) and upkeep FCR (first call resolution).
• Manage and respond to users queries in timely manner and correlate patterns indicative of wider issues or defects
• Timely execute start-of-day, end-of-day and intraday proactive checks for applications
• Perform special events monitoring like ecommerce merchant's sale and regular updates to stakeholders.
• Manage incident, task SOPs and conduct regular recertification for continued sanctity and validity
• Analyze and conduct service reviews across application groups adding critical value to shift-left and demand management

Job Requirements

• Prior hands-on production support experience of OPEN Systems or AS/400- might be asked to write or show during interview
• Knowledge in either one of the retail or wholesale payment or customer information systems is a plus
• Ability to easily adopt to any technology / environment - UNIX / open, AS/400 and mainframe.
• Hands-on experience in writing SQL queries for issues investigations
• Hands-on experience using UNIX commands and parsing logs for issue investigations.
• Strong written, oral communication skills and able to manage user / vendor / customer.
• 3-5 relevant years of production support experience in bank or financial services across multiple technologies / platform
• * Able to work in a fast pace and high-pressure working environment.

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