IT Production Support Engineer

Key Responsibilities:

• Examine production issues and respond in accordance with established SLAs based on the severity of the production defects.
• Manage user inquiries and respond in a timely manner.
• Create incident tickets for production challenges and user queries.
• Ensure follow-up on defect resolution and incident closure, meeting incident closure KPIs.
• Guarantee system availability in alignment with the agreed SLAs.
• Oversee successful execution of daily start-of-day (SOD) and end-of-day (EOD) processes for the applications supported.
• Offer assistance for annual Disaster Recovery (DR) exercises for the applications in scope.
• Support System Engineers with server-level patches and upgrades as necessary.
• Familiarity with third-party monitoring tools such as Control-M, Geneos, Splunk, and SQL Monitor.
• Knowledge of Market Data and the configuration of Geneos monitoring setups and dashboards.
• Ensure thorough documentation of application incidents and tasks for each production release.
• Demonstrate enthusiasm, diligence, proactivity, and goal orientation, along with exceptional communication and presentation abilities, professionalism, and attention to detail.
• Exhibit a proven capability to manage and resolve production incidents under tight deadlines and to provide workarounds using AS400/mainframe or UNIX shell scripts or database scripts, etc.
• Possess robust skills in AS400, Linux/Unix Shell scripting, MS SQL, Oracle, and BMC Control-M Scheduler.
• Familiarity with ITIL methodology, specifically in service operation, is considered a plus.

Requirements:
Education:

• Bachelor's Degree in Computer Science or a related discipline.

Essential Skills & Experience:

• Hands-on production support experience with Open Systems and/or AS/400.
• Solid support knowledge in at least one of the following areas: Retail or wholesale payment systems, Customer information systems, Batch monitoring, or monitoring tools like Splunk and Geneos.
• Availability to work in an onsite shift-support model (24×7).
• Experience in writing AS/400 and SQL queries, log parsing for issue resolution, and UNIX shell scripting to streamline incident investigation.
• Strong written and verbal communication skills with the ability to effectively manage user interactions.
• Quick adaptability to new technologies and environments.
• A minimum of 2 years of production support experience in banking or financial services across various technologies/platforms.
• Capability to thrive in a fast-paced, high-pressure environment.
• Willingness to work across multiple platforms: UNIX/Open Systems, AS/400, and Mainframe.