Support Analyst L3/L2

While Applying or sharing Email please mention your total experience and relevant experience in OFSAA or similar product production support-

Job Summary

We are looking for a highly skilled L3 Support Analyst to lead the resolution of high-impact incidents and ensure the stability of OFSAA applications post go-live. This role demands strong technical expertise in OFSAA and Oracle technologies, along with leadership in root cause analysis, incident handling, and preventive solutioning. The ideal candidate will be a hands-on troubleshooter with experience supporting mission-critical financial systems under ITIL-aligned support models.

Key Responsibilities

• Act as the primary escalation point for application incidents, especially Severity 1 issues.
• Analyze and resolve complex production issues by collaborating with L1/L2/L3, development, and QA teams.
• Lead Root Cause Analysis (RCA) and implement corrective and preventive actions.
• Debug and monitor OFSAA batch processes, application logs, and backend services.
• Participate in ITIL-aligned processes including Incident, Problem, and Change Management.
• Design and validate deployment plans, including rollback and recovery strategies.
• Maintain documentation for recurring issues and contribute to the knowledge base.
• Support client-facing audits related to production systems and ensure compliance.
• Improve system observability through enhanced monitoring and alerting.
• Participate in 24/7 on-call rotations for production support.

Qualifications & Skills

Mandatory:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in L3 support for OFSAA or similar analytical products in the banking domain.
• Proficiency in Oracle SQL, PL/SQL, analytical functions, and performance tuning.
• Expertise in debugging, triaging issues, and data modeling concepts.
• Experience handling Severity 1 incidents, patch deployments, and production changeovers.
• Familiarity with incident management tools such as ServiceNow and My Oracle Support (MOS).

Good-to-Have:

• Experience in OFSAA product development or implementation.
• Exposure to leading teams in a support environment (e.g., mentoring L1/L2 teams).
• Knowledge of ETL workflows, batch job scheduling, and data pipelines.
• Strong documentation and RCA reporting skills.
• Understanding of IT audit requirements and compliance standards.

Self-Assessment Questions

1. Do I have 5+ years of experience in L3 production support for OFSAA or similar products?
2. Have I independently handled Severity 1 issues in a live production environment?
3. Do I have strong hands-on skills in writing and optimizing Oracle SQL/PLSQL queries?
4. Am I familiar with ServiceNow or My Oracle Support for managing incidents?
5. Do I understand data modelling fundamentals such as tables, views, indexes, and relationships?
6. Am I open to working in shifts and participating in an on-call support rotation?
7. Have I participated in or led RCA documentation and patch deployment activities?