Key Skills: MQ Series, RPG, RPG ILE, RPG/400, DB2/400, iSeries, Incident Management, Change Management, Core Banking. Roles and Responsibilities: Provide full scope of day-to-day Production Support service for both Online and Offline jobs, including handling live incidents, incident recovery, and post-resolution problem management activities. Participate in crisis calls and provide periodic updates to business and stakeholders. Foster effective collaboration among various IT teams to facilitate quick investigation and resolution of incidents. Identify and implement automation opportunities within production support processes, create dashboards, and improve alerting and monitoring mechanisms for early detection of incidents. Conduct root cause analysis, incident recovery, investigations, and resolve functional queries. Work closely with Engineering and Product teams to implement technical improvements, performance tuning, cost-saving measures, process efficiencies, and resolve repeated incidents in production while meeting demanding SLAs. Participate in various change deployments, disaster recovery efforts, and related post-implementation verifications, including pre-activity engagement. Contribute productively to the team's objectives, ensuring application support availability and meeting shared goals. Provide technical guidance to junior staff and upskill the team to reduce response time and improve efficiency in incident resolution. Experience Requirements: 6-8 years experienced IT professional with a background in supporting iSeries-based applications. Extensive knowledge of Core Banking applications, including Online and Offline jobs and interfaces such as MQ, C:D, sFTP, IWS API, CLLE/RPGLE, DB2400, and SQL. Strong analytical skills to identify and resolve problems while maintaining service performance and output quality. Excellent hands-on troubleshooting skills, with the ability to develop quick emergency fixes when necessary. Solid understanding of production support processes and a good working knowledge of Incident/Change/Problem/Service Management processes. Strong communication and presentation skills to effectively engage with both technical and non-technical stakeholders. Ability to collaborate with teams across multiple regions and manage crises effectively. Experience with monitoring tools, basic knowledge of Agile methodologies (scrum), and tools like JIRA, RTC, and ServiceNow. Certification in Agile methodologies is a plus. Basic knowledge of Python and exposure to cloud technologies such as AWS, GCP, or Azure. Strong team spirit, with a willingness to take ownership, work in shifts, support weekend activities, and provide assistance, guidance, and knowledge sharing to the team and juniors. Education: B.Tech M.Tech (Dual), B.Tech, M. Tech.
