Production Support Engineer - Informatica & SAS Suite

Informatica, Production Support, ITIL, SAS, Suite (BDM, PC)

• Primary skills:Process->Maintenance and Production Support process->Finacle Product Support process,Process->Service Management->ITIL,Technology->Data Management - Data Integration->Informatica,Technology->sas->sas • Experience supporting SAS Suite components such as BDM and PC in production, including operational readiness and stability improvements. • Proven ability to drive RCA to closure and implement preventive measures that reduce repeat incidents. • Experience improving monitoring/alerting, defining runbooks, and optimizing support workflows for faster resolution. • Exposure to release coordination and production validation activities within an ITIL change framework. • Strong stakeholder management skills with the ability to communicate technical issues to non-technical audiences. Good to have skills: SQL, Unix/Linux, Shell Scripting, Scheduling Tools (Autosys/Control-M), Monitoring & Alerting (Splunk/Grafana) Key Responsibilities: Production Support & Operations • Provide L2/L3 production support for Informatica and SAS Suite (including BDM and PC) to ensure high availability and performance. • Monitor batch schedules, workflows, integrations, and data pipelines; proactively identify failures and performance bottlenecks. • Troubleshoot incidents, perform impact analysis, and restore services within agreed SLAs using ITIL-aligned practices. • Execute operational tasks such as job restarts, reruns, validations, and controlled deployments as per runbooks. ITIL Process Adherence • Manage incidents, service requests, and escalations with clear communication, ownership, and timely updates to stakeholders. • Perform root cause analysis (RCA) and contribute to problem management by implementing preventive fixes and documenting learnings. • Support change management by participating in release activities, risk assessments, and post-change verification. Documentation & Collaboration • Maintain and enhance support documentation, SOPs, and knowledge articles for recurring issues and operational procedures. • Collaborate with development, QA, data engineering, and infrastructure teams to improve stability, observability, and support readiness. Minimum Qualifications: • Bachelor’s or Master’s degree in Engineering/Computer Applications/Science (BTech, BCA, BSc, MCA, MSc, MTech) or equivalent. • 3–5 years of experience in production support for enterprise applications and/or data platforms. • Hands-on experience supporting Informatica in production environments. • Working knowledge of SAS Suite operations and support (including job monitoring and issue triage). • Practical understanding of ITIL processes (Incident, Problem, Change, and Service Request management). • Strong troubleshooting skills, clear communication, and ability to work effectively in a hybrid setup.