Support Analyst L3/L2

4 weeks ago

Bengaluru, Karnataka, India Oracle Full time
While Applying or sharing Email please mention your total experience and relevant experience in OFSAA or similar product production support-
Job Summary
We are looking for a highly skilled L3 Support Analyst to lead the resolution of high-impact incidents and ensure the stability of OFSAA applications post go-live. This role demands strong technical expertise in OFSAA and Oracle technologies, along with leadership in root cause analysis, incident handling, and preventive solutioning. The ideal candidate will be a hands-on troubleshooter with experience supporting mission-critical financial systems under ITIL-aligned support models.
Key Responsibilities
Act as the primary escalation point for application incidents, especially Severity 1 issues.
Analyze and resolve complex production issues by collaborating with L1/L2/L3, development, and QA teams.
Lead Root Cause Analysis (RCA) and implement corrective and preventive actions.
Debug and monitor OFSAA batch processes, application logs, and backend services.
Participate in ITIL-aligned processes including Incident, Problem, and Change Management.
Design and validate deployment plans, including rollback and recovery strategies.
Maintain documentation for recurring issues and contribute to the knowledge base.
Support client-facing audits related to production systems and ensure compliance.
Improve system observability through enhanced monitoring and alerting.
Participate in 24/7 on-call rotations for production support.
Qualifications & Skills
Mandatory:
Bachelor's degree in Computer Science, Information Technology, 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, analytical functions, and performance tuning.
Expertise in debugging, triaging issues, and data modeling concepts.
Experience handling Severity 1 incidents, patch deployments, and production changeovers.
Familiarity with incident management tools such as ServiceNow and My Oracle Support (MOS).
Good-to-Have:
Experience in OFSAA product development or implementation.
Exposure to leading teams in a support environment (e.g., mentoring L1/L2 teams).
Knowledge of ETL workflows, batch job scheduling, and data pipelines.
Strong documentation and RCA reporting skills.
Understanding of IT audit requirements and compliance standards.
Self-Assessment Questions
Do I have 5+ years of experience in L3 production support for OFSAA or similar products?
Have I independently handled Severity 1 issues in a live production environment?
Do I have strong hands-on skills in writing and optimizing Oracle SQL/PLSQL queries?
Am I familiar with ServiceNow or My Oracle Support for managing incidents?
Do I understand data modelling fundamentals such as tables, views, indexes, and relationships?
Am I open to working in shifts and participating in an on-call support rotation?
Have I participated in or led RCA documentation and patch deployment activities?

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