Production Support Specialist

1 week ago

Chennai, Tamil Nadu, India Technocracy Private Limited Full time
Company Description
Technocracy Private Limited is a leading technology solutions company based in Singapore, India, and Japan.
We specialize in cloud security, data migration, and software testing.

With a strong focus on innovation and cutting-edge technologies, we provide comprehensive and tailored solutions to address the evolving needs of businesses in today's digital landscape.

Role Description
This is a full-time on-site role for Production Support Specialists at Chennai.

The Production Support Specialists will be responsible for providing application support and troubleshooting to ensure the smooth operation of Credit Cards systems.

They will use their analytical skills to identify and resolve issues, communicate effectively with stakeholders, and contribute to the continuous improvement of our products.

Production Support Role
The following activities will be covered as part of Production Incident Management:

  • Detailed Analysis of Production issues for CARDS platform / systems including but not limited to COS, CMS, FEWS, CDM, Mobile App, Sigma, Finacle, OFP, EWSS, DL, ADA, DMIN etc.
  • Recreation of Production Issues in Pre-Prod / UAT environment where applicable
  • Provide explanation to Business Users /Customer service representatives in case the issue is due to understanding.
  • For code fix, raise the issue with development team with proper logs and details in case of system error.
  • Setup periodic Production support call with development team
  • Track issue progress with platform provider in Production Issue call and track till closure
  • Test the issue fix in UAT / Pre-Prod environment to ensure the fix is working fine for all the reported issues including regression testing to ensure no impact to other functionality due to defect fixes.
  • Provide details to teams who have raised the issue for test result verification.
  • Get a sign-off from the teams and provide the same to platform provider Team.
  • Support production movement activity
  • Verify the fix in Production, using Staff card or monitor the issue till closure.
  • SLA monitoring of defects in SNOW.
Monitor and ensure the platform provider is within the SLA.

  • SLA Monitoring of incidents with partners
  • Reporting of Defect Status to management as part of weekly calls, Steerco, etc.
Production Implementation Support
The following activities will be covered as part of Production Implementation support:

  • Review the implementation plan.
  • Pre-Implementation Activities – verifying the build, communication of down-time, taking necessary back-ups.
  • Implementation of patches in Production
  • Post Implementation verification including co-ordination with defect reporters to perform live verification.
Application Query Resolution
The following are the broad type of queries which will be handled by the team

  • Platform provider application related queries/Queries on Platform A/B systems and Other Partners like M2 P etc.
  • File or record processing status and reason for rejection / failure
  • Parameter behaviour and impact of change
  • Complex and high priority queries from Customer service team
  • Impact of new enhancement on existing processes
  • Feasibility of process changes and enhancements
Application support for Business and OPS
The following are the list of activities that are in scope.

  • Data Preparation or modification
  • Verify results for some production scenarios.
  • Create ad-hoc reports.
Scheme Compliance Support
The following are the list of activities that are in scope.

  • Visa / Mastercard compliance
  • Verification of Compliance releases performing testing for Compliance releases
  • Support Compliance implementation
Monitoring & Reconciliation
The following are the list of activities that are in scope.

  • Monitoring of EOD batch with support from platform provider.
Highlight and ensure corrective actions are taken in the event of batch delays.

  • Ensure the batch delays are communicated with relevant stakeholders and follow up with platform provider for closure of the issues as per agreed SLAs
  • Monitoring of file transmission between platform provider and customer's downstream systems.
  • Highlight & communicate any delays in file transmission to relevant stakeholders.
Coordinate with platform provider to ensure the EOD files are received and then transmitted.

  • M2 P Daily Reconciliation - (Onboarded accounts in the platform vs Registered accounts at M2 P)
  • Real time monitoring of alerts (platform provider Infra, M2 P, ACL and other partners where applicable) received during business & non-business hours. This is to identify any unusual activity or patterns (such as high number of alert failures, unusually high ecommerce txn declines, etc.)

Positions:
Production support specialist: 3 to 5 years of experience

Qualifications
Application Support and Production Support skills
Analytical skills for troubleshooting and problem-solving
Strong communication skills to effectively collaborate with stakeholders
Experience in software testing or quality assurance is a plus
Ability to work well under pressure and meet deadlines
Knowledge of software development lifecycle and methodologies
Attention to detail and strong organizational skills
Bachelor's degree in computer science or related field

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