Application Support Analyst

1. Mainframe Skills experience: Good working expertise in Mainframe skills - Cobol, JCL, DB2, IMS DB/DC and CICS system.
2. Flexible approach and ability to work under pressure.
3. Communication and Collaboration: Ability to communicate effectively with cross-functional teams and stakeholders.
Documenting configurations, processes, and best practices for the team.
4. Analytical and Problem-Solving Skills: Strong analytical skills to address complex challenges & effective trouble-shooter towards production issues in Mainframe environments. A proactive approach to identifying and mitigating risks.
5. Identify issues & analysis: Must have understanding of Mainframe logs and understand of flow.
6. System Maintenance: Regularly review system health and Batch jobs , Service first queues - ensuring platform stability.
On call support, 24*7 available when he/she is on call
7. Good to have knowledge on REXX tool.
8. ITIL v3 certified
9. Troubleshooting and Issue Resolution: Diagnosing and resolving system, application, and performance-related issues.
Providing technical support and collaborating with other IT teams to resolve issues promptly.

Some other highly values skills include:
1. Work experience in incident and problem management /business analysis is strongly desired.
2. Good analytical investigation techniques.
3. Own maintain and track incidents through their entire lifecycle, Strong Analytical Skills.
4. Flexible approach and ability to work under pressure.
5. Provide 24/7 cover and support, providing expertise and specialized system knowledge to allow resolution of key incidents outside of business hours.
6. Hands-on and should be able to work independently and if required guide.
7. Good written & oral communication skills .
8. Ability to work under own initiative and handle pressure situations.
9. Good time management skills.
10. Previous second line support experience.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in Pune.

Purpose of the role

To effectively monitor and maintain the bank s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

Accountabilities

• Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders.
• Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
• Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
• Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
• Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Analyst Expectations

• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.