Production Support Engineer, Associate

Job Title: Production Support Engineer, Associate

Location: Bangalore, India

Role Description

You will be operating within Corporate Bank Production as a Production Support Engineer in the Corporate Banking subdivisions. 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 Management environment and has specialist expertise in one or more technical domains and ensures that all associated Service Management stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).

• Ensure all the business queries are handled on priority within agreed SLA to ensure application stability.
• Ability to support the incident management, problem management adhering to ITIL and DB standard process.
• Embrace a Continuous Service Improvement approach to resolve IT issues, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.
• Responsible for day-to-day engineering support delivery task, using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.
• Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.

Your key responsibilities

• Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
• Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
• Responsible to maintain all support documents.
• Participate in all BCP and component failure tests based on the support documents.
• Understand flow of data through the application infrastructure.
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a support documents.
• Drive knowledge management across the supported applications and ensure full compliance.
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

Your skills and experience

• Recent experience of applying technical solutions to improve the stability of production environments
• Working experience of some of the following technology skills:
  • Knowledge of Java and/or Tandem Mainframe technologies
  • Programming languages like Javascript and/or TACL, COBOL
  • Operating systems (Linux and/or Guardian) and the underlying infrastructure environments
  • Online environment DAP & DWEB
  • Version control tools like GIT and/or RMS
  • Database environments (e.g., Oracle, Tandem Enscribe, SQL)
  • Utilities like Rsync and/or FUP
  • Middleware (e.g., MQ)
  • Automation, monitoring and data analytics tools (e.g., Monitoring tool (Geneos/Reflex), scheduling tool (Control-M/Unix Shell Scripts/Multibatch/Netbatch)
  • Good to have Unix, understanding of java and cloud technologies.

• Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.
• Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
• Excellent troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal, with attention to detail.
• Ability to work in virtual teams and in matrix structures

Experience | Exposure (Recommended):

• Service Operations experience within a global operations context
• 5+ yrs. experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
• Global Transaction Banking Experience is a plus.
• Experience of end-to-end Level 2,3,4 management and good overview of Production/Operations Management overall
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains
• IITIL / best practice service context
• Good analytical and problem-solving skills
• Ability to work in virtual teams and in matrix structures
• Working knowledge of incident tracking tools (i.e., Remedy, Heat etc.)

Education | Certification (Recommended):

• Bachelor s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
• ITIL Foundation Certificate

Business Competencies:

• Communication - Experienced
• Financial Management - Basic
• Industry Knowledge - Experienced
• Innovation - Basic
• Managing Complexity - Basic
• Product Knowledge (internal & external) Basic
• Risk Management - Basic
• Technical Competencies: Experienced
• Business Continuity/Disaster Recovery - Experienced
• Operational Management - Experienced

How we ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs