Production Support (L1/L2)

kinds,kinds,areasWhat would you do? The outlined responsibilities involve proactive monitoring, incident response, and release management, all crucial for maintaining the performance and integrity of the IT environment. Here's a breakdown of these duties: Continuously monitor alerts generated by monitoring tools. Evaluate their severity to determine the level of response required. If any actions are required in response to alerts, collaborate with the Level 1 (L1) team to ensure that necessary steps are taken to address the issues. Proactively use advanced monitoring tools like Application Performance Monitoring (APM) to perform in-depth analysis of systems, applications, or services. Keep people alert if find anything suspicious. Collaborate with DevOps: If anomalies or performance issues are identified through proactive monitoring, coordinate with the DevOps or Level 1 team to take appropriate actions. Play an active role in addressing Priority 1 (P1) and Priority 2 (P2) issues, guiding L1, L2, and DevOps teams to effectively manage these high-priority incidents, with a specific focus on monitoring, including APM data. Auto Healing: Monitor auto-healing tasks and log tickets with the Problem Management team for finding permanent solutions to recurring issues. Release Management: Manage Change Advisory Board (CAB) meetings for release management. Ensure that all releases adhere to the bank's policies and processes. Approval Process: Ensure that all necessary approvals are obtained before production deployments. This includes ensuring that changes are reviewed, tested, and approved as per the bank's policies and procedures. Be prepared to address audit-related questions from internal or external auditors regarding release management. Ensure that release management processes are well-documented and adhere to established standards. Regular Health Checks and System Monitoring: Conducting routine health checks and monitoring systems for abnormalities is essential for proactive issue detection. Resolving any anomalies promptly helps maintain system stability and availability. Owning P1 / P2 incidents till its closure: Incident management team needs to own the incident and ensure timely resolution / workaround as per agreed SLA. All necessary help required can be taken from DEVops, O/S, DBA, L3 / L4, Hardware, datacenter, infrastructure, Network teams. Providing Root cause analysis as per agreed SLA to bank team post getting it from team who is responsible for the issue in the agreed format covering Incident start and end time, downtime, action taken, workaround implemented, permanent solution, preventing action etc. Attending User Calls and Responding to Emails: For S3 to S6 (lower priority) tickets and S1 and S2 (higher priority) tickets, your role involves attending to user calls and responding to their emails. However, for S1 and S2 tickets, you might need to consult with Level 2 (L2) support and unit heads before responding. Supporting Batch Jobs: Assisting with regular batch job maintenance and addressing failures in these jobs at the first level helps ensure the smooth operation of systems and prevents disruptions. Executing Service Requests: Handling and executing regular service requests, and escalating to L2 when necessary, is part of ensuring that routine user needs are met efficiently. Basic Incident Analysis: When an incident is reported, performing a basic analysis, checking the knowledge base for existing solutions, and implementing these solutions after discussing with L2 resources can expedite incident resolution. Knowledge Base Updates: Keeping the knowledge base up to date by adding new issues and solutions is essential for building a repository of best practices and improving incident resolution times. Access Control: For L3 and L4 teams requiring access to the production system, ensuring that they follow a controlled and approved process is important for security and system integrity. Testing and Compliance: Before implementing solutions provided by L2, L3, or L4 teams, thorough testing and adherence to change control processes and approvals are crucial to prevent disruptions and maintain system stability. Logging the problem tickets for all recurring problems, innovations and automations area identified and required project kind of efforts. Minimum Academic Qualification - Graduation Job Location - CBD Belapur Interview Location - Chakala, Andheri East Notice Period - Immediate Joiner (Maximum 15 days)