Production Support Engineer

Production Support Engineer - C11

We are seeking a highly experienced and technically proficient Production Support Engineer to join our dynamic team. This role requires a strong blend of technical expertise, problem-solving abilities, and excellent communication skills to ensure the stability, performance, and availability of critical business applications. The ideal candidate will thrive in a fast-paced environment, contributing to continuous improvement and operational excellence.

Key Responsibilities 

Provide advanced L2/L3 support for complex business applications in production environments.
Diagnose, troubleshoot, and resolve incidents and problems efficiently, minimizing downtime and business impact.
Implement proactive monitoring solutions and perform regular health checks to identify and address potential issues.
Participate in root cause analysis (RCA) for critical incidents and contribute to problem resolution.
Execute application deployments and configuration changes following change management processes.
Develop and maintain automation scripts to streamline operational tasks and improve efficiency.
Collaborate closely with development, QA, and infrastructure teams to ensure seamless application delivery and support.
Contribute to documentation, runbooks, and knowledge base articles.
Participate in on-call rotation as required.

Required Qualifications

Experience: 05-07 years of progressive experience in an Application Support or Production Support role, preferably within a complex enterprise or banking environment.
Operating Systems: Solid IT support experience with UNIX/Linux and Windows server environments, including command-line operations and basic system administration.
Databases: Proficiency in supporting applications interacting with relational databases (e.g., Oracle, SQL Server) and ability to perform basic SQL querying for data analysis and troubleshooting.
Scripting & Automation: Strong proficiency in at least one scripting language (e.g., Python, JavaScript) for automating operational tasks, data extraction, and troubleshooting.
Architecture Understanding: Demonstrated understanding of client-server architectures, including clustered and non-clustered configurations. Familiarity with modern distributed architectures (e.g., microservices, containerization) is beneficial.
Monitoring Tools: Hands-on experience with IT monitoring and alerting tools (e.g., ITRS Geneos, Splunk, Prometheus, Grafana) for proactive issue detection and performance analysis.
Deployment Tools: Experience with application deployment and release management tools (e.g., uDeploy, Release on Demand, Harness).
Networking Fundamentals: Basic to intermediate understanding of networking concepts, including load balancers, firewalls, DNS, and common network protocols (TCP/IP, HTTP/S).
Application Support Lifecycle: Proven experience in the full lifecycle of application support, including installation, configuration, maintenance, and troubleshooting of business applications.
ITSM Tools: Experience with incident management, problem management, and change management processes and tools (e.g., ServiceNow, Jira).

Desired Skills & Qualifications

RPA Tools: Knowledge of or hands-on experience with Robotic Process Automation (RPA) tools such as Automation Anywhere, Xceptor, or Appian for process automation.
RPA Development: Experience in RPA development and implementation using tools like Automation Anywhere or Appian.
Certifications: Relevant certifications in RPA tools (AA, Xceptor, Appian) or other core technologies (e.g., cloud platforms, databases).
Middleware/Reporting: Understanding of WebSphere Application Server architecture and/or Business Objects reporting.
Industry Knowledge: Prior experience supporting banking applications and infrastructure.
Cloud Experience: Exposure to cloud platforms (e.g., AWS, Azure, GCP) and cloud-native application support.
Professional & Soft Skills
Problem-Solving: Exceptional analytical and advanced troubleshooting skills, with the ability to diagnose root causes and implement effective solutions for complex technical issues.
Communication: Outstanding written and verbal communication skills, including the ability to explain complex technical concepts clearly to diverse audiences, including non-IT stakeholders.
Adaptability: Proven ability to perform effectively under pressure, manage multiple priorities, and adapt quickly to changing requirements and reprioritization in a dynamic environment.
Collaboration: Strong interpersonal skills with a track record of effective collaboration, knowledge sharing, and coordination with various technology and business teams.
Process Improvement: Demonstrated initiative and ability to identify opportunities for process optimization and contribute to the continuous improvement of support operations.
Organizational Skills: Excellent organizational and time management skills, capable of planning and prioritizing workload efficiently.
Continuous Learning: A proactive and curious mindset with a strong willingness and ability to quickly learn new technologies, tools, and programming languages.

Education:

• Bachelor’s/University degree or equivalent experience

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