L2 Production Support

1 month ago

Chennai Tamil Nadu, India Virtusa Full time

Job Summary
Key Responsibilities
Level 2 Application Support
Handle 24x7 support operations and resolve technical issues in alignment with SLAs.
Incident Management
Quick and effective troubleshooting of incidents in the production environment.
Manage escalations and Major Incident Management (MIM) processes, ensuring clear communication and coordination during critical outages.
Coordinate with Infrastructure (IT) teams and development partners for issue resolution.
Monitoring & Maintenance
Handle Autosys jobs and escalate appropriately if any job fails.
Perform debugging using Unix scripting and Oracle SQL queries.
Change & Release Management
Assist with deployments and changes using tools like uDeploy and ServiceNow.
Follow ITIL practices for Incident, Change, and Problem Management.
Manage and maintain documentation for standard operating procedures and knowledge base.
User Communication
Provide clear, timely, and proactive communication to stakeholders regarding incident status, impacts, and resolutions.
Prepare and send user communication for planned/unplanned outages.
Collaboration
Work closely with cross-functional teams, including infrastructure teams, developers, and business stakeholders, to resolve issues and plan releases.
Required Skills and Qualifications
Technical Expertise
Proficiency in Unix/Linux and shell scripting for troubleshooting and support.
Strong Oracle SQL skills, including writing queries to support data analysis, and debugging issues.
Familiarity with Oracle stored procedures, functions, views, and cursors is a plus.
Experience with Autosys for job scheduling and monitoring.
Tools & Technology
Experience with monitoring tools like ITRS and job scheduling using Autosys.
Hands-on experience with incident management tools like ServiceNow.
Familiarity with uDeploy or similar deployment tools.
Domain Knowledge
Solid understanding of banking processes, particularly in the Institutional Customer Group (ICG) domain.
Soft Skills
Strong coordination and interpersonal skills to work with various teams, both technical and non-technical.
Excellent communication skills, both verbal and written, for clear and concise issue reporting.
Ability to perform well under pressure in a fast-paced, high-stakes environment.
Quick thinking and a proactive approach to escalation and problem-solving.
Desired Skills (Good to Have)
Knowledge of Oracle stored procedures, functions, views, and cursors for advanced troubleshooting.
Any RPA Tools hands on or understanding.
Experience working in the banking or financial services industry.

**About Virtusa**

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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