L2 Support Appway - CL

Role Description

• Represent the Production Support organization on company-wide project teams.
• Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team.
• Prioritize workload, providing timely and accurate resolutions.
• Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs.
• Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
• Participate in knowledge transfer to ensure better grasp of the product and domain. Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments.
• Investigate & report on issues and potential risk events within designs and solutions.

Your key responsibilities

• Represent the Production Support organization on company-wide project teams.
• Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team.
• Prioritize workload, providing timely and accurate resolutions.
• Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs.
• Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
• Participate in knowledge transfer to ensure better grasp of the product and domain. Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments.
• Investigate & report on issues and potential risk events within designs and solutions.

Your skills and experience

• Analytical thinker experienced in a range of problem-solving techniques & approaches.
• Team player who shares and collaborates, a keen listener and quick learner.
• Communicates clearly and influences using coherent, fact and benefit-based proposals.
• Enables experimentation and fast learning approaches to creating business solutions.
• Familiar in the use of solution design tools
• Track record in identifying and making improvements to the delivery process.
• Experienced in Service Management functions and tools.
• Understands key elements of security, risk & control.
• Good knowledge on technologies like Oracle, HTML, Java, Jira and Appway
• Well versed in ITSM Problem and Incident Management model
• Experience in reviewing and understanding the project documents viz BRD, FSD, Security Architecture diagram, Runbook using Visio, Lucid Charts and MS Office
• Experienced in managing application technical releases.
• Familiarity with Agile/Jira/Scrums is mandatory.
• Should be able to work as individual contributor as well as team player and co-ordinate with client stakeholders (client managers, SME, Architect, Business)
• Experienced in different phases of project execution like requirement gathering, analysis, design, unit testing, test support.
• Possess good experience in banking and financial domain.