L1 Production Support

JD for L1 Support Engineer

Must-Have

1. Strong ITIL and Support experience

2. Strong technical skills in Unix, shell and PL/SQL

3. Cloud Technologies such as AWS General (basic knowledge),.

3. Prior Application Support experience for apps written in Java/J2EE including strong code debugging skills and ability to perform analytics investigations on diagnostics such as thread[1]dumps, memory dumps.

4. Strong knowledge of ITIL processes and prior exposure to support functions.

Good-to-Have

1. Scripting – Writing & reading UNIX, Shell, PL/SQL scripts.

2. Knowledge of Service First or any other ticketing tool.

3. Databases – Working knowledge on enterprise RDBMS databases such as Oracle and SQL Server

SN Responsibility of / Expectations from the Role

1 Participating and managing incident resolution by owning the e2e incident

2 Produce Technical Incident Post Mortem (TIPM) documents for major incidents within 24 hrs of service recovery

3 Own the problem management function and work on to reduce the open problems by implementing fixes, collaborating with

development teams.

4 Utilize the KEDB documents to improve service availability and reduction of time to resolution

5 Reviewing test strategy, test cases & test results and provide inputs from an RtB point of view.

7 Contribute to automation of all manual checks such as SoD, EoD, Post-Release Live Proving, etc.

8 Identification of gaps in the existing alerting & monitoring followed by deep instrumentation to rationalize / reduce false

alerts.

9 Driving continual service improvements across the Cards & Payment estate to help our customers achieve their ambitions.

10 Capacity & Demand Management

• Implement self-healing to remove any manual intervention for incident recovery

• Identification of improvement areas & automation opportunities to continuously improve effectiveness and efficiency of

the team