Senior Support Engineer

Job Description

Provide Level 2 Production Support for business-critical applications in a 24x7 support model. Perform incident resolution, service request fulfillment, and problem management following ITIL best practices. Troubleshoot and resolve issues related to Unix/Linux systems, Oracle SQL, Unix scripting, and batch jobs (Autosys). Monitor application health and performance using tools like ITRS, and manage job scheduling with Autosys. Use ServiceNow for ticketing, tracking incidents, change management, and root cause analysis. Collaborate with Infrastructure, DevOps, and Development teams to resolve application and system issues. Coordinate escalations, handle Major Incident Management (MIM) and Incident Communication Management (ICM) effectively. Work with deployment tools such as uDeploy for application changes and patch releases. Ensure timely communication to users during outages or major incidents. Maintain high-quality documentation for processes, solutions, and known issues. Qualifications: 4 to 5 years of experience in L2 Application Production Support. Strong experience in Unix/Linux, Unix scripting, and Oracle SQL. Hands-on with ITRS, Autosys, ServiceNow, and uDeploy. Excellent debugging, analytical, and problem-solving skills. Strong communication skills with ability to coordinate across multiple teams and escalate issues appropriately. Familiarity with Banking domain processes and critical support models. Good to have: knowledge of Oracle stored procedures, functions, views, and cursors. Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.