Senior Support Analyst

Mandatory Skills :-

Good to have: Kafka

Experience :- 6 - 9 Years

Position Purpose :-

This is for a Lead Support Analyst role, reporting to the Application Support Manager within ISPL ALMT APS.The role includes ITIL Operations, Transition & Design activity, project management, managing ISPL team, strongly collaborating with the global team and the other Technology teams in ISPL. This is an excellent opportunity for a highly motivated and skilled candidate to join a very dynamic company and work in an exciting environment.

APS team member would be working on standard banking software’s & in-house applications etc. The APS team member is responsible for providing production functional support, maintenance of key application platforms, deployment within the CIB ALMT APS domain.

Responsibilities

Direct Responsibilities

• Candidate must work as level 1/2 support analyst to bring technical and product issues to resolve.

• Responsible for monitoring production environment and act proactively to prevent performance issues or application crash.

• Responsible for resolving support issue by using his functional/ technical expertise and flexible enough to look for solutions that may be out of the box.

• Handling ITIL Methodologies like Change, Incident, Problem, and Service Management

• Monitoring night batch and ensuring reports are generated well and transferred to client by adhering the SLA defined.

• Monitor the recurrent incidents, perform problem management and escalate to the next level of support or development team when required

• Coordinate with Infrastructure teams on events of patching & up gradation of servers to ensure the applications are stable & running after the infra work

• Responsible for UAT/PROD deployment & validation,

• Analyzing/documenting problems, recommending solutions, & initiating corrective action

• Plan and implement application releases, load tests and configuration changes.

• Customize production tools (monitoring, batch scheduling, backups etc.

Contributing Responsibilities

• Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

• Participate to DRP activities

• Should have good experience knowledge on L1/L2 Functional Support

• Eager to learn Banking Domain Knowledge (Corporate & Investment)

Technical & Behavioral Competencies

Technical:-

Must have technologies (Hands on experience) PRIMARY SKILLS

BPM Tools

None

Databases

Knowledge on Sybase IQ/Sybase ASE and SQL server

UNIX

· Knowledge on Linux/Unix systems

· Knowledge on Windows

· Mounts/NFS

ITIL

Good Understanding of ITIL framework, especially on Incident, Request, Problem and Change management.

Should have worked in ITIL process and best practices.

Middleware

Knowledge on Apache, Kubernetes, Kafka, MQ series, Consul, Signal

Deployment Process

Scripting

Scripting (Ansible, Python, Shell, SQL ...) and development skills for administration.

DEVOPS Tools

Knowledge on Jenkins, Ansible Tower, bitbucket

Scheduler & Monitoring Tools:

· Knowledge on Schedulers, Crontab, Autosys /DollarU

· Knowledge on Monitoring Tools such as Dynatrace, Prometheus, Grafana

SECONDARY SKILLS

Networking

Network topologies, ability to identify Network issues.

Database