Production Support Engineer

3 weeks ago

Any LocationHyderabadChennaiBangalore, IN FINT SOLUTIONS PRIVATE LIMITED Full time

Responsibilities :

- Resolution of L1/L2 production issues and supporting stakeholders with Service Request.

- Detailed analysis of issues that need escalation to L3 team.

- Ability to break down the big problems into smaller problems in order to efficiently pinpoint root cause of issues and resolve them effectively.

- Sees complex problems from multiple perspectives, thinking outside the box to get to the root cause.

- Passion for identifying opportunities to develop or improve processes and execute on it.

- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency.

- Experience working in a DevOps and CI/CD environment.

- Day to day management of a complex application suite, improving stability and performance over time.

- Extended hour support as necessary sometime, systems are global in scope.


- On call L2 support.


- Able to liaise with remote teams.

- Working closely with the Desktop Services, NOC team, Dev team, Product Owner, Business User.

- Improve processes, tools and procedures as needed.

- Perform low complexity Configuration changes/ Automation tasks if/when support tasks allow it

- Diagnose complex software issues escalate to Product owner/vendors

- Develop, test, and execute SQL queries to aid in the investigation and analysis of issues.

- Examine error logs, source code, and database content to determine the cause of a problem and/or develop a technical explanation based on an investigation.

- Document and implement workaround solutions wherever possible.

- Document steps to reproduce for resolution with internal and external resources i.e.: developers, partners, and clients.

- Identify reproducible defects in the production environment for resolution for developers.

- Document processes procedures, and technical instructions for future reference and use by support teams.

- Identifies recurring problems and escalate to senior staff for prioritization.

- Performs tracking and documentation by entering details of problems, the status of service requests, and resolution into the company tracking system.

- Work actively with team members to analyze and resolve application issues

- Identify defects, discrepancies, and trends by ways of code debugging or log analysis

- Manage incidents and effectively communicate with users, application owners and senior stakeholders across all areas

- Improve application stability and performance by observing patterns, recurring failures and/or issues, and advise application owners on permanent fixes accordingly

- Requires a strong background in supporting application systems.

- Proficient in constructing and executing SQL queries.

- Strong client/vendor service experience. Interacting with all levels of an organization over the phone and email

- Working knowledge to support software systems, application training and overall incident ownership and management.

- Ability to multi-task, manage time, and follow through with assignments.

- Excellent communication, verbal, and writing skills.

- Monitors the resolution of problems to achieve resolution.

Must Have Requirements :

TOP SKILLS :

- Experience in C#.NET and/or C#.Core (most application is in Dot net)

- Experience in SQL, ETL Tools and Reports

- Comfortable fully troubleshooting/debugging code.

- Moderate development experience preferred.

- At least 8 years of information Technology experience.

- At least 5 years of experience in Production Support.

- Splunk - Monitoring tools, knowledge of tool usage, logs review, dashboard creation is required

- Experience with cloud providers, preferably MS Azure.

- General understanding of n-Tier application architecture concepts

- General understanding of various IT security concepts as they relate to production environments.

- Demonstrate Customer focus and empathy

- High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs

(ref:hirist.tech)

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