OFSAA support engineer

1. About the Company/Team

AVAS (Analytics Value Added Services) is a specialized team delivering post-production support and implementation services for Oracle Financial Services Analytical Applications (OFSAA). We work with Tier 1–3 banks and financial institutions across the globe, including regions such as APAC, EMEA, and the Americas. Our core strength lies in deep OFSAA expertise and commitment to delivering scalable compliance and analytics solutions aligned to our clients' operating models—without requiring disruptive changes to their business processes.

2. Job Summary

As an L3 Support Analyst, you will take ownership of high-priority application incidents, provide technical leadership, and deliver permanent solutions for OFSAA implementations post go-live. You will lead RCA efforts, troubleshoot complex issues, and contribute to the continuous stability and enhancement of critical financial systems used by global banks. This is a highly visible role requiring strong hands-on experience in OFSAA, Oracle technologies, and production support.

3. Key Responsibilities

• Act as the primary escalation point for application incidents, especially Severity 1 issues.
• Analyze and resolve complex production issues by working across L1/L2/L3, development, and QA teams.
• Lead Root Cause Analysis (RCA) and implement corrective/preventive actions.
• Debug and monitor OFSAA batch processes, application logs, and backend services.
• Participate in ITIL-aligned processes such as Incident, Problem, and Change Management.
• Design and verify deployment plans, including rollback and recovery strategies.
• Maintain and contribute to documentation for known issues and troubleshooting procedures.
• Support client interactions and audits related to production environment compliance.
• Enhance monitoring/alerting frameworks to improve system observability.
• Participate in on-call rotations to support 24/7 system availability.

4. Qualifications & Skills

Mandatory:

• Bachelor's degree in Computer Science, IT, or related field.
• 5+ years of experience in L3 support for OFSAA or similar analytical products in the banking domain.
• Proficiency in Oracle SQL, PL/SQL, performance tuning, and analytical functions.
• Strong experience in data modelling concepts, debugging, and triaging technical issues.
• Experience managing Severity 1 incidents, production deployments, and patch support.
• Familiarity with incident management tools such as ServiceNow and My Oracle Support (MOS).

Good-to-Have:

• Hands-on experience in OFSAA product development or implementation.
• Experience leading small teams (e.g., L1/L2) in a support environment.
• Exposure to ETL tools, data pipeline workflows, and batch job scheduling.
• Strong documentation skills and a proactive approach to knowledge sharing.
• Familiarity with IT audit requirements and compliance best practices.

5. Self-Assessment Questions

Please reflect on the following questions to assess your alignment with the role. Answering "Yes" to most of these indicates a strong fit:

1. Do I have 5+ years of experience in L3 production support for OFSAA or similar products?
2. Have I independently handled Severity 1 issues in a live production environment?
3. Do I have strong hands-on skills in writing and optimizing Oracle SQL/PLSQL queries?
4. Am I familiar with ServiceNow or My Oracle Support for managing incidents?
5. Do I understand data modelling fundamentals such as tables, views, indexes, and relationships?
6. Am I open to working in shifts and participating in an on-call support rotation?
7. Have I participated in or led RCA documentation and patch deployment activities?