Production L1 Support

1 week ago

Mumbai, India Oracle Full time

**Production Support - Core Banking and PL/ SQL**

**Our Team**

We are responsible for
- First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users),
- Providing functional clarifications
- Customer interactions and Respond SLA

Looking for L1 Production Support who would be responsible for:

- Provide front line technical and functional support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues
- Clarify user queries
- Solve production down situations under tight SLA deadlines
- Root cause and problem resolution follow-up
- Able to work in 16 X 6 shift-based environment, and support implementations
- Investigate production issues, respond based on production incident as per the SLA

**Your Opportunity**

**Your Qualifications**
- Any Computer Science based graduation
- 3+ years’ experience in IT Industry
- Prior hand-on production support experience in Core Banking Applications
- Coding and design skills in Oracle SQL & PL/SQL
- Knowledge of UNIX is an added advantage
- Be able to work in fast pace and high-pressure working environment
- Willing to work in 16 X 6 shift-support model
- 3+ years’ experience in IT Industry
- Prior hand-on production support experience in Core Banking Applications
- Coding and design skills in Oracle SQL & PL/SQL
- Knowledge of UNIX is an added advantage

**Your Responsibilities**

As an integral part of the L1 support team you will be responsible for the following
- Provide front line technical and functional support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues
- Record and track requests, incidents and complaints, keeping clients and stakeholders informed on status and progress
- Clarify user queries
- Solve production down situations under tight SLA deadlines
- Root cause and problem resolution follow-up
- Able to work in 16 X 6 shift-based environment, and support implementations
- Investigate production issues, respond based on production incident as per the SLA.
- Make an initial assessment of requests and incidents, attempting to resolve them or escalating them to second level support and/or triggering incident management and change management processes when required
- Manage the requests life cycle including closure and verification

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