L2 production support role

Requirement 4 : L2 production support role

Grade - L2 support - 3.6 to 6 years exp.

JD for L2 production support role

Technology: Unix / Linux Shell Script SQL
Incident Management Tool and other tools: Service now AppD Splunk ME CRMNext Knowledge.
Additional Skills : ITIL Banking Knowledge

24*7 - Rotational week offs
Application Support Engineer L2
o General application health-check & system housekeeping activities
o Level 2 incident management for Live incidents raised in ITSM tool
o Provide test data extracts from live environment for testing purpose with retrieval/desensitize scripts/queries provided by end-customer/principal
o Extract Production data as per business needs.
o Creation of alarms in application servers and subsequent support for the feed created
o Carrying out pre-production installation checks and testing
o Raising the Change request for live deployment in Principal/End customer change management system
o Deployment of work packages projects and bug-fixes in production for applications in scope
o Sanity testing for releases for live deployment testing.
o Liaising with other vendors and Principal personnel as part of incident management/release deployment
o Provide inputs to project teams from an operational perspective in order for project teams to develop operational system requirements
o Attend live incident & problem management meetings
o Participate in Service Improvement Plans and Technical Service Review Meetings.
o Participate in BCP and DR activities
o Keeping abreast of and adhering to relevant Principal processes including Change and Release Management.
o Support Security Regulatory requirements in accordance with Principal procedures
o Root cause analysis for tickets.
For P1/P2 tickets and recurring low-priority tickets detailed root cause analysis will be done.
For non-recurring lower priority tickets only initial analysis is carried out and updated in the ticketing tool
o Creation and maintenance of Principal support documents. This would only include for all changes from the start of this contract and past changes will not be updated.
o Automations and Process Improvements.