Production Support-L1

Job Description:

JoShift Timing *


9 PM to 6 AM(IST)


Must-Have


1. Strong ITIL and Support experience.


2. Strong technical skills in Unix, shell and PL/SQL.


3.Exposure to Cloud Technologies such as AWS General (basic knowledge),.


3. Prior Application Support experience for apps written in Java/J2EE including strong code debugging skills and ability to perform analytics investigations on diagnostics such as thread [1]dumps, memory dumps.


4. Strong knowledge of ITIL processes and prior exposure to support functions.


Good-to-Have


1. Scripting - Writing reading UNIX, Shell, PL/SQL scripts.


2. Knowledge of Service First or any other ticketing tool.


3. Databases - Working knowledge on enterprise RDBMS databases such as Oracle and SQL Server


SN Responsibility of / Expectations from the Role


1 Participating and managing incident resolution by owning the e2e incident


2 Produce Technical Incident Post Mortem (TIPM) documents for major incidents within 24 hrs of service recovery


3 Own the problem management function and work on to reduce the open problems by implementing fixes, collaborating with development teams.


4 Utilize the KEDB documents to improve service availability and reduction of time to resolution


5 Reviewing test strategy, test cases test results and provide inputs from an RtB point of view.


7 Contribute to automation of all manual checks such as SoD, EoD, Post-Release Live Proving, etc.


8 Identification of gaps in the existing alerting monitoring followed by deep instrumentation to rationalize / reduce false alerts.


9 Driving continual service improvements across the Cards Payment estate to help our customers achieve their ambitions.


10 Capacity Demand Managementb Description