Application/Production Support Engineer

Tech Ops Engineering II-SUPPORT SERVICES-Applications-RTB

Job Description: L3 Application/Production Support Engineer Role: L3 Application/Production Support Engineer Location: Bangalore Experience Required: 5-6 years (preferably in the Indian Banking Sector or BFSI Domain) Shift Timings: Willing to work in shifts, including weekends. --- Key Responsibilities: 1. Technical Expertise: - Provide advanced technical support for applications running on Windows IIS, Linux/AIX environments. - Proficient in SQL, PL/SQL, and usage of tools like PL/SQL Developer and SQL Developer. - Experience with JavaScript logs, .NET logs, and knowledge of API management. - Basic knowledge of AWS and Azure DevOps, including build creation and deployments. - Strong understanding of integration systems such as TIBCO, APIM, and multiple API platforms. 2. Incident, Problem, and Change Management: - Handle critical production incidents, perform root cause analysis, and work towards resolution. - Ensure timely resolution of issues by proactively managing incident queues and assigning tasks to appropriate teams. - Manage change requests and deployments in coordination with cross-functional teams. - Manage crisis calls and provide effective communication to senior stakeholders during highseverity incidents. - Participate in Disaster Recovery (DR) drills to ensure operational readiness. 3. Observability & Monitoring: - Expertise in monitoring tools like AppDynamics, ensuring applications' uptime and performance. - Proactively identify performance bottlenecks and resolve them in coordination with the development and infrastructure teams. 4. IT Infrastructure Management: - Coordinate OS patching activities, weekend deployments, and critical updates across environments. - Ensure proper tracking and closure of weekend deployment tasks and post-deployment validations. 5. Banking Sector Knowledge: - Strong understanding of the Information Technology Architecture in Indian Banking sectors. - Ensure compliance with industry guidelines and standards. 6. Domain Knowledge in Wholesale and Investment Banking: - Familiarity with Wholesale and Investment Banking operations and domain knowledge. - Experience with financial products such as Custody, PCM (Payment and Cash Management), DpSecure, Mutual Funds, NPS (National Pension System), and Fraud Risk Management systems. - Hands-on experience or understanding of Business Process Management (BPM) tools, which will be considered an added advantage. 7. Coordination & Communication: - Collaborate with multiple teams to resolve production issues, especially during critical incidents. - Provide clear and concise communication during incident bridges and updates to stakeholders. - Document procedures, guidelines, and issues effectively for internal and external audit requirements. --- Qualifications and Skills: - Educational Background: Bachelor’s degree in Computer Science, Information Technology, or a related field. - Technical Skills: - Expertise in Windows IIS, Linux/AIX, SQL, PL/SQL. - Familiarity with JavaScript logs, .NET logs, APIM, and integration services like TIBCO. - Experience in Azure DevOps for build creation, deployments, and configuration management. - Knowledge of AWS infrastructure (basic troubleshooting). - Experience with AppDynamics or similar observability/monitoring tools. - Banking Domain Knowledge: - Solid understanding of Wholesale and Investment Banking. - Familiarity with financial products like Custody, PCM, DpSecure, Mutual Funds, NPS, and Fraud Risk Management systems. - Experience with Business Process Management (BPM) tools is a plus. - Experience in Incident Management: - Proficiency in Incident, Problem, and Change Management. - Ability to handle crisis calls and troubleshoot high-severity issues. - Strong knowledge of Disaster Recovery operations and execution of DR drills. - Soft Skills: - Excellent oral and written communication skills. - Ability to collaborate effectively with multiple teams and work under pressure. - Analytical mindset for Root Cause Analysis and proactive incident resolution. --- Preferred Experience: - Prior experience in an L3 Application/Production Support role, preferably in the Indian Banking sector. - Familiarity with middle services architecture and banking sector IT guidelines. --- Shift Timings: - Willingness to work in shifts, including weekends and on-call support for critical production incidents. ---