L2 production support role

Requirement 4 : L2 production support role

Grade - L2 support - 3.6 to 6 years exp.

JD for L2 production support role

Technology : Unix / Linux Shell Script SQL

Incident Management Tool and other tools : Service now AppD Splunk ME CRMNext Knowledge.

Additional Skills : ITIL Banking Knowledge

24

• 7 - Rotational week offs

Application Support Engineer L2

o General application health-check & system housekeeping activities

o Level 2 incident management for Live incidents raised in ITSM tool

o Provide test data extracts from live environment for testing purpose with retrieval / desensitize scripts / queries provided by end-customer / principal

o Extract Production data as per business needs.

o Creation of alarms in application servers and subsequent support for the feed created

o Carrying out pre-production installation checks and testing

o Raising the Change request for live deployment in Principal / End customer change management system

o Deployment of work packages projects and bug-fixes in production for applications in scope

o Sanity testing for releases for live deployment testing.

o Liaising with other vendors and Principal personnel as part of incident management / release deployment

o Provide inputs to project teams from an operational perspective in order for project teams to develop operational system requirements

o Attend live incident & problem management meetings

o Participate in Service Improvement Plans and Technical Service Review Meetings.

o Participate in BCP and DR activities

o Keeping abreast of and adhering to relevant Principal processes including Change and Release Management.

o Support Security Regulatory requirements in accordance with Principal procedures

o Root cause analysis for tickets.

For P1 / P2 tickets and recurring low-priority tickets detailed root cause analysis will be done.

For non-recurring lower priority tickets only initial analysis is carried out and updated in the ticketing tool

o Creation and maintenance of Principal support documents. This would only include for all changes from the start of this contract and past changes will not be updated.

o Automations and Process Improvements.

Key Skills

History,Insurance Management,JDE,Administration Office,Catering Operations

Employment Type : Full Time

Experience : years

Vacancy : 1