Production support analyst

• Investigate production issues and respond based on production defect severity SLAs.
• Manage and respond to users in a timely manner.
• Log incident tickets for production issues and user queries.
• Follow up on defect and incident closure to meet incident closure KPIs.
• Ensure system availability as per agreed SLAs.
• Ensure daily Start of Day (SOD) and End of Day (EOD) execution for supported applications completes successfully.
• Provide support for annual Disaster Recovery (DR) exercises for supported applications.
• Support System Engineers on server-level patches/upgrades as applicable.
• Work with 3rd party monitoring tools such as Control-M, Geneos, Splunk, SQL Monitor.
• Configure and monitor Market Data and Geneos dashboards.
• Maintain proper documentation of application incidents and tasks for each production release.
• Demonstrate enthusiasm, proactivity, goal-orientation, excellent communication, presentation skills, and attention to detail.
• Resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe, Unix shell, or DB scripts.
• Strong skills in AS400, Linux/Unix shell scripting, MS SQL, Oracle, and BMC Control-M Scheduler.
• Familiarity with ITIL methodology, particularly Service Operation, is a plus.

Requirements

Education:

• Bachelor’s degree in computer science or a related field.

Essential Skills & Experience:

• Prior hands-on production support experience on Open Systems and/or AS/400.
• Strong support knowledge in at least one of the following:
• Retail or wholesale payment systems
• Customer information systems
• Batch monitoring
• Monitoring tools – Splunk, Geneos
• Willingness to work in an onsite 24×7 shift-support model.
• Hands-on experience in:
• Writing AS/400 and SQL queries
• Parsing logs for issue investigation
• Writing shell scripts (UNIX) to optimize incident investigation
• Strong written and verbal communication skills; ability to manage user interactions effectively.
• Ability to quickly adapt to new technologies and environments.
• Minimum 2 years of production support experience in banking or financial services across multiple technologies/platforms.
• Ability to work in a fast-paced, high-pressure environment.
• Willingness to work across multiple platforms: UNIX/Open Systems, AS/400, and Mainframe.

Additional Considerations:

• Candidates with experience in operations teams, batch monitoring, or similar roles in other industries are encouraged to apply.

• SQL, AS400, Control-M, Mainframe
• Unix, Shell Scripting, Geneos, Splunk