Applications/Production Support Engineer (3-10 yrs)

Job Description :

We are seeking a dynamic and experienced Application Support / Production Support professional to join our team.

As a member of the support team, you will be responsible for monitoring, troubleshooting, and maintaining the reliability and performance of our applications and systems in the production environment.

The role demands excellent communication, technical expertise, and a hands-on approach to resolving issues efficiently.

Key Responsibilities :

Business Communication :

- Communicate effectively with cross-functional teams and stakeholders.

- Be able to articulate issues and resolutions clearly and assertively.

Automation and Monitoring :

- Use automation tools to monitor and observe software reliability and performance in the production environment, ensuring smooth operations.

Technical Troubleshooting :

- Troubleshoot issues within the OSI model and escalate as required.

- Ensure that incidents are documented and resolved in a timely manner.

- Resolve issues related to reconciliation jobs, reports, and database/file uploads.

Coding & Scripting :

- Basic understanding of coding (Java/.NET, Groovy, PowerShell scripting) to assist in reviewing logs and resolving issues.

- Run basic SQL queries for troubleshooting and have knowledge of DB2 and MS SQL databases.

System Administration :

- Basic Windows system administration skills, including understanding file naming, file locks, services, and permissions.

- Basic understanding of networking concepts, particularly the OSI model.

FTP & Scripting :

- Understand and troubleshoot FTP applications, including scripting for outbound and inbound SFTP.

Scheduler Knowledge :

- Familiarity with schedulers like Titan or Enterprise Scheduler (Gem) is a plus.

Monitoring Tools :

- Hands-on experience with monitoring tools such as Dynatrace to track system performance and identify potential issues.

- Monitor and report on Service Level Objectives (SLOs) for applications.

- Collaborate with business and product owners to define and measure Key Performance Indicators (KPIs).

Disaster Recovery & High Availability :

- Work on Disaster Recovery (DR) and High Availability (HA) processes to ensure business continuity.

Incident Management & L2 Support :

- Manage and respond to incidents, triage issues, and provide L2 application support to ensure system availability and reliability