Production Support Analyst

Org: AXA GBS

Role: Production Support Engineer

Exp: 1 to 6 Years

Location: Bangalore (Manyata Tech Park-Nagawara) & Pune (GERA Commerzone-Kharadi)

Work Mode: Hybrid (2 Days Office & 3 days WFH)

Shift: Rotational Shift (24X7)

Job Summary:

You will be part of L1.5 support , requiring slightly more complex troubleshooting skills than L1 while still primarily focusing on initial customer contact and resolving common issues, often with the ability to escalate more intricate problems to higher tiers when necessary; it may involve tasks like basic system administration, data analysis, and coordinating with other teams to resolve issues

Key Responsibilities:

• First point of contact: Receiving initial customer (Business Users) inquiries via ticketing system/email/MS Teams. If required, need to go on call and help them via screen sharing.
• Providing 24/7 end-to-end support applications. WINS/GENIUS
• Identifying and resolving common issues using established procedures and knowledge base articles (SOP).
• Determining when to escalate complex issues to L2 or other higher tier support teams.
• Performing simple system management tasks like user access management, password resets, and basic configuration changes.
• Design, develop, test, and maintain COBOL applications on the AS400 platform, ensuring high performance and reliability.
• Collaborate with business analysts and stakeholders to gather and define project requirements and translate them into technical specifications.
• Analyzing logs and system monitoring tools to identify potential issues.
• Maintaining and updating user guides (Knowledge Base articles/SOPs) and FAQs with relevant information/known issues.
• Help with system testing and user acceptance testing (UAT)
• Perform system analysis, troubleshoot, and debug applications to resolve issues efficiently.
• Optimize existing code for performance improvements, scalability, and maintainability.
• Create and maintain comprehensive technical documentation for applications and systems.
• Ensure compliance with software development best practices, security standards, and company policies.
• Stay current with industry trends and emerging technologies, recommending improvements to enhance system performance.

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 1-6 years of experience in COBOL / JAVA programming and AS400 development. 2-4 years of experience in Application support role (ideally in L1 or L1.5 support).
• Strong knowledge of database management systems, particularly [specific technologies like DB2].
• Proven experience with application development life cycle methodologies (Agile, Waterfall, etc.).
• Excellent debugging and troubleshooting skills for complex AS400 applications.
• excellent communication skills.
• Ability to work collaboratively in a team environment and manage multiple priorities effectively.

Preferred Qualifications:

• Experience with modernizing legacy systems and migrating applications to new platforms.
• Familiarity with web services, APIs, or integration techniques.
• Knowledge of additional programming languages or technologies (e.g., RPG, CL programming) is a plus.
• Experience with version control systems (e.g., Git, SVN).