Production Support

6 days ago

Bengaluru, India Unison Consulting Pte Ltd Full time

Incident Management: Respond to and resolve production issues and incidents reported by end-users or automated monitoring systems. Troubleshoot problems, perform root cause analysis, and implement effective solutions to prevent recurrence.
- L1 and L2 Support: Provide Level 1 and Level 2 technical support, acting as the first point of contact for issue escalation. Collaborate with other support tiers and development teams to ensure timely resolution of complex problems.
- Change Management: Participate in change management activities, reviewing and approving production changes, ensuring proper testing and validation to minimize risks to the environment.
- Documentation: Create and maintain comprehensive documentation of troubleshooting procedures, known issues, and resolutions to facilitate knowledge sharing and continuous improvement.
- Incident Tracking and Reporting: Document all incidents, service requests, and resolutions in the incident tracking system. Generate reports on incident trends, response times, and problem areas for management review.
- Collaboration: Work closely with cross-functional teams, including developers, QA, and operations, to improve system reliability, performance, and overall customer experience.
- On-call Support: Participate in an on-call rotation to provide 24/7 support for critical production issues and emergencies.
- Continuous Improvement: Continuously identify opportunities for process improvement and automation to enhance system stability and reduce manual intervention.

**Requirements**:

- Someone who’s well-versed in production support in Financial Services industry
- ITIL process knowledge
- Have provided L1/L2 support with 5+ yrs experience
- Good Unix & PL/SQL skills
- Should be able to write complex pl/SQL queries
- Scripting skills desired
- Have good Debugging skills
- Exposure to Monitoring tools like AppDynamics, Moogsoft, Splunk, Cloudprober etc.
- Excellent communication skills and Must be from Engineering background

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