Application Support

Role Description – Application Production Services Specialist (Production Support Role)

Application Production Support for Banking Applications, primary responsibilities are identification and resolution of production incidents. Problem Management post incident resolution to determine root cause, mitigating actions, drive and track permanent resolution. Management of incident and problem tickets through the enterprise ITSM tool.

The role also includes

Capacity and Performance Management

Working with development teams for take-on and training of new services or significant upgrades

Providing support for Audits (internal and external)

Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements

Required Skills:

5+ years of relevant IT experience (Production Support, ITIL, Release Support, Technical Implementations, or equivalent

Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers

Excellent written and verbal communication skills (English

Proven knowledge in some or all of the following: Java/J2EE – Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft

Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution

Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance

Experience with real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period

Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management

Ability to suggest, implement ideas for enhancing the customer

Desired Skills:

Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services include: Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management

Actively engage and lead production support issues/incidents. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution

Ensure production and performance SLAs are met and escalate issues which needs attention

Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, process improvements, standards and procedures

Exercises judgment within defined procedures and practices to determine appropriate action

Should have increased awareness and exposure to basic technical principles, concepts and techniques

Resolves complex issues. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors

Support of on-call rotation for off-hours and weekend support as needed