Production Support Engineer

1 week ago

Mumbai, Maharashtra, India Nextgen Clearing Full time

· Monitor production systems, job flows, interfaces, and file transfers to ensure system health and timely business operations.

· Resolve operational problems within defined schedules and service level agreements.

· Analyse and troubleshoot root causes of system or job failures, escalating to L2/L3 teams as needed.

· Handle and follow up on escalated incidents and outstanding production issues promptly.

· Document all incidents, actions, and resolutions in the daily operational log and ticketing tools.

· Manage job calendars, scheduling, and restarts for timely process completion.

· Maintain user accounts, access rights, and perform password resets as per requests.

· Ensure daily handover of open incidents and operational tasks during shift changes.

· Participate in UAT, production cutovers, and customer onboarding support.

· Contribute to process documentation and provide operational knowledge transfer to new or backup staff.

· Recommend and support process improvements to enhance operational efficiency.

· Perform quality checks on files, interfaces, and incoming/outgoing production data.

· Ensure compliance with audit and data handling requirements for all activities.

· Support system monitoring including SFTP/FTP jobs, alerts, and scheduled reports.

Requirements

· Requests/Incidents response and resolution time within SLA

· Percentage of incidents resolved at L1 without escalation

· Uptime and availability of production systems

· Accuracy and completeness of daily operational logs and tickets

· Error-free completion of job schedules and file processing

· Compliance with audit, documentation, and process handover requirements

· Number of recurring or escalated incidents (trend reduction)

· Timely action on system alerts and file monitoring (within 1 hour)

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Wellness Resources

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