Technology Service Analyst

Role Description

You will be operating within Corporate Bank Production as a Production Support Engineer in the Client Access & Services subdivision. Client Access & services, serves the critical client facing applications categorized under Payment Initiation, Account Services and Client Centric Technology (CCT).This specific job role is targeting Billing sub domain under CCT.

Our objective at Corporate Bank Production is to consistently strive to make production better which ensures promising End To End experience for our Corporate Clients running their daily Cash Management Business through various access channels. We also implement, encourage, and invest in building Engineering culture in our daily activities to achieve the wider objectives. Our strategy leads to attain reduced number of issues, provide faster resolution on issues, and safeguard any changes being made on our production environment, across all domains at Corporate Bank.

You will be accountable to drive a culture of proactive continual improvement into the Production environment through application, user request support, troubleshooting and resolving the errors in production environment; Automation of manual work, monitoring improvements and platform hygiene; Supporting the resolution of issues and conflicts and preparing reports and meetings.

Candidate should have experience in all relevant tools used in the Service Operations environment and has specialist expertise in one or more technical domains; Competency to identify SLOs to measure application services to ensure that all associated Service Operations stakeholders are provided with an optimum level of service.

Your key responsibilities

• Acting as a Production Support Analyst for the CB production team providing second level of support for the applications under the tribe working with key stakeholders and team members across the globe in 365 days, 24/7 working model
• As an individual contributor and prime liaison for the application suite into the incident, problem, change, release, capacity, and continuity functions
• Escalation, Management, and communication of major production incidents
• Liaising with development teams on new application handover and 3rd line escalation of issues
• Application rollout activities (may include some weekend activities)
• Develop a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability by understanding emerging trends and proactively addressing them.
• Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
• Update the RUN Book and KEDB as and when required

Your skills and experience

Skills Youll Need (Your Skills & Experience)

• Good experience in Production Application Support and ITIL Practices
• Good understanding of application Support and/or Development and complex IT infrastructure (UNIX, Database, Middleware, Cloud, MQ etc.)
• Very good hands-on knowledge of databases (Oracle/MS SQL etc.), including working experience of writing SQL scripts and queries.
• Very Good hands-on experience on UNIX/Linux, Solaris, Java J2EE, Python, PowerShell scripts, Bash, Ansible, tools for automation (RPA, Workload, Batch)
• Experience in application and performance monitoring tools Geneos, Splunk, Grafana & New Relic, Scheduling Tools (Control-M)
• Excellent Team player and People Management experience is an advantage.

Skills That Will Help You Excel

• Self-motivated with excellent interpersonal, presentation, and communication skills. Able to think strategically with strong analytical and problem-solving skills.
• Able to handle multiple demands and priorities simultaneously, work under pressure, in an organized manner and with teams across multiple locations and time-zones
• Able to connect, manage and influence people from different backgrounds and cultures.
• A strong team player being part of a global team, communicating, managing, and cooperating closely on a global level while being able to take ownership and deliver independently.