Production Support Engineer For Product Based MNC Company

1 day ago

Gurugram, India Randstad Full time

Role & responsibilities:-

  • Provides Level 2 and 3 production incidents support for all Intact Commercial Lines and Specialized Lines applications.
    • Coordinates and facilitates Incident Management, works with IT to deploy changes to the production environment, and engages 3rd party providers contracted to Intact during an incident.
    • Provides initial L2/L3 incidents triage, investigation and ensures fast turnaround times on issue/incident resolution, collaborates and engages with the appropriate areas and squads across Intact.
    • Coordinates with CL/SL squads, IT, departmental leaders and vendors to resolve complex issues/malfunctions, responsible for the following: Defining and scoping the issue.
    • Analyzes the problems/defects and identifying root case.
    • Participates in defect fixes.
    • Conducts an options analysis of potential solutions, with a recommendation.
    • Presents to team and management for decision/direction.
    • Plans the solution determined by team and management.
    • Maintains in-depth working knowledge of the applications and user workflows (role include multiple systems, will include a rotation over time to broaden knowledge base across the team).
    • Maintains working knowledge of interfaces and integration.
    • Maintains working knowledge of integrated tools and processes.
    • Supports deployment activities, managing implementation issues to resolution.
    • SME support on projects/ongoing improvement initiatives.
    • Develops or supports development of a disaster recovery strategy and recovery plans, as well as testing recovery procedures on an annual basis.
    • Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote development, mentoring employees, building communities of practice and networks across business & technology.
    • Uses, supports and maintains monitoring and observability tool.
    • Participates in on-call (out of business hours) rotation works.

Preferred candidate profile:-


• Java/ .Net
• Oracle - PL/SQL

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