Production Support

**Production Support**:
**Job ID**:R0331627**Full/Part-Time**:Full-time**Regular/Temporary**:Regular**Listed**:2024-10-04**Location**:Pune**Position Overview**:
**Job Title
- **Production Support Engineer, AVP**

**Location
- Pune, India**

**Role Description**
- Ability to support the incident management, problem management adhering to ITIL and DB standard process.
- Embrace a Continuous Service Improvement approach to resolve IT issues, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.
- Responsible for day-to-day engineering support delivery task, using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.
- Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.

**What we’ll offer you**

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy.
- Best in class leave policy.
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above

**Your key responsibilities**
- Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
- Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
- Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
- Responsible to maintain all support documents.
- Participate in all BCP and component failure tests based on the support documents.
- Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a support documents.
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

**Your skills and experience**
- Working experience on below technologies:

- Operating systems (Linux) and the underlying infrastructure environments
- Good Knowledge in payment related SWIFT message MT formats(MT940,MT942,MT101,MT103,MT910,MT900) and MX Messages ISO20022(PACS,PAIN,CAMT).
- Database environments (e.g., Oracle, Tandem, SQL)
- Experience in Monitoring and analytic platform is mandatory (Splunk & Geneos).
- Knowledge in distributed messaging systems (MQ,Kafka)
- Good Knowledge in Unix ,PL/SQL,Oracle is mandatory
- Good to have understanding of java and cloud technologies.
- Knowledge in Control-M and NewRelic is an advantage.
- Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.
- Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
- Excellent troubleshooting and problem-solving skills.
- Excellent communication skills, both written and verbal, with attention to detail.
- Ability to work in virtual teams and in matrix structures.

**Experience | Exposure (Recommended)**:

- Service Operations experience within a global operations context.
- 12+ yrs. experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function.
- Global Transaction Banking Experience is a plus.
- Experience of end-to-end Level 2,3,4 management and good overview of Production/Operations Management overall
- Experience of run-book execution
- IITIL / best practice service context
- Good analytical and problem-solving skills
- Ability to work in virtual teams and in matrix structures.
- Working knowledge of incident tracking tools (i.e., Remedy, Heat etc.)

**Education | Certification (Recommended)**:

- Bachelor’s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
- ITIL Foundation Certificate

**Business Competencies**:

- Communication - Experienced
- Financial Management - Basic
- Industry Knowledge - Experienced
- Innovation - Basic
- Managing Complexity - Basic
- Product Knowledge (internal & external) Basic
- Risk Management - Basic
- Technical Competencies: Experienced
- Business Continuity/Disaster Recovery - Experienced
- Operational Management - Experienced

**How we’ll support you**
- Training and development to help you excel in your career.
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression.
- A ran