Production Support Analyst

Our client, a rapidly growing FinTech, is seeking an L2/L3 Production Support engineer who is passionate about applying technology to solve complex challenges. This role will work with the technology teams and clients to help investigate & resolve any questions or issues that are raised regarding the platform. The software is built using cutting edge technologies and the developers work on a variety of projects designing, building, enhancing and maintaining the code base for the core product.

Qualifications & Experience

In addition to the below, a Bachelor of Science in Computer Science or related field is required, and 3+ years of hands-on work experience.

• 3+ years of strong production support (L3 support) experience or software development experience
• Working Knowledge in Java, Shell scripting, Linux and SQL
• Experience in Finance (Banking) domain preferred
• Experience with Ticketing tools like Jira preferred
• Excellent communication and interpersonal skills
• Strong analytics skills, with ability to proactively identify issues before they become major problems
• Able to thrive in a fast paced, deadline driven environment
• Detail oriented, demonstrating thoroughness and strong ownership of work
• Quick learner with a demonstrated strong aptitude for learning new technologies and understanding how to utilize them
• Able to prioritize in a fast moving, high pressure, constantly changing environment; Good sense of urgency – problem management and escalation
• Work independently be able to communicate effectively with users, development and support teams during down times and when there are questions or issues to be addressed

Responsibilities:

• Take ownership of user problems and be proactive when dealing with user issues.
• Monitor all alerts and report any issues that may significantly impact the business
• Monitoring, analysis, troubleshooting problems, providing code fixes and testing
• Create/develop/utilize application monitoring solutions to enhance application availability and performance in production
• Conduct root-cause analysis as and when needed and propose corrective action plan
• Follow an established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams
• Responsible for report, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records
• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes
• Ensure on-time delivery of all assigned tasks – incidents, problem tickets, etc.
• Adhere to the defined support delivery process/guidelines like Problem, Management, Incident Management, Change Management, SLA Compliance, Productivity, and other application goals, etc.
• Identify and learn more about the software and hardware used/ supported by the organization
• Develop/propose innovative approaches on process improvements & automation possibilities