Support Analyst

1 week ago

Gurugram, India Dxc Technology Full time

Job Description - Administer user access for applications - Provide Production support and/or resolve incidents outside of business hours, including overnight and on weekends - Join the 24/7 on call rotating roster. - ITIL management, as per defined incident, problem and change management processes - Manage incident/problem records through to completion. - Manage and report on incident/problem reduction and hygiene. - Gatekeeper for production (Protect the service). - Perform 1st Level after hours support of the service on a rotating roster. - Monitor application health status and further develop monitoring capabilities - Produce documentation and reports - Produce awareness change records for vendor, 3rd parties and technology partner deployments - Coordinate with vendors and/or directly resolve incidents and problems - Develop, test, and deploy fit-for-purpose software solutions. This includes enhancements, incident fixes, and on-going maintenance of systems. - Maintain and expand the team s wiki site and knowledge base - Manage and renew security certificates - Liaise with vendors, business, and operational stakeholders - Operate in an agile environment, creating and maintaining user stories - Proactively identify, register and where possible mitigate risks relating to production systems or processes following the NAB risk management process. - Ensure that all changes, internal and external, affecting acquiring do not lessen the availability, integrity, confidentiality, and supportability of our service. Your Skills and Experience - Mainframe experience including COBOL, JCL, DB2, and SQL - Experience in creating a variety of documentation - Experience in analysis, development, testing, deployment, and support - Excellent analytical and problem-solving skills - Strong time management skills, written and verbal communication - It s preferable to have domain experience in transaction acquiring, issuing, and/or payments - It s preferable to have an understanding of IT support processes (ITIL), including incidents/problems and change - It s preferable to have experience with Connex but not essential

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