Vision plus Production Support

7 days ago

Hyderabad, Telangana, India Capgemini Full time ₹ 15,00,000 - ₹ 28,00,000 per year

Role Summary 

The L 1 Production Support Engineer for VisionPLUS is responsible for monitoring,

triaging, and resolving first-level issues across VisionPLUS modules. This includes batch job

monitoring, incident handling, and coordination with L2/L3 teams for escalations.

Key Responsibilities 

- Monitor application and batch job alerts related to VisionPLUS.
- Perform daily health checks and validations across modules like CMS, FAS, TRAMS, ITS, etc.
- Handle initial triage of incidents and user tickets.
- Provide quick fixes and workarounds for known issues.
- Maintain SOP documentation and knowledge base for recurring issues.
- Escalate unresolved or complex problems to L2/L3 teams.
- Coordinate with development, infrastructure, and vendor teams.
- Support monthly release deployments and patching activities.
- Prepare RCA and incident reports.
- Serve as the first point of contact for VisionPLUS-related incidents and service requests.
- Assist with routine tasks such as password resets, account unlocks, and basic configurationchanges.

Required Skills & Experience-
- 2 to 5 years in L1 support roles, preferably in banking or card systems.
- Basic understanding of VisionPLUS architecture and core modules.
- Exposure to mainframe technologies (JCL, COBOL) is a plus.
- Familiarity with SQL/DB2 and log analysis.
- Strong communication and customer service orientation.
- Experience with ITSM tools (e.g., ServiceNow, Remedy).
- Knowledge of ITIL practices preferred.

Specific Context 

The role is part of a broader support structure involving 24x7 coverage for over 50 applications. The

support team is based in Hyderabad and works closely with account"s Singapore teams. VisionPLUS

modules in scope include CMS, FAS, TRAMS, MBS, ITS, among others

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