L2 Production Support Engineer

Software Engineer

We are seeking an experienced L2 Application Production Support Engineer with a strong IT background in handling production environments. The ideal candidate will have extensive experience in Unix/Linux, Oracle SQL, and ITIL-based service management. The candidate must also have a thorough understanding of banking domain practices and a willingness to work in a fast-paced 24x7 support module. This role demands strong analytical, communication, and coordination skills to ensure high availability and reliability of critical applications.

Key Responsibilities:

• Level 2 Application Support: Provide L2 production support for critical applications, ensuring timely and effective resolution of issues. Handle 24x7 support operations and resolve technical issues in alignment with SLAs. Monitor application performance, handle incidents, and perform root cause analysis for production issues.
• Incident Management: Quick and effective troubleshooting of incidents in the production environment. Manage escalations and Major Incident Management (MIM) processes, ensuring clear communication and coordination during critical outages. Coordinate with Infrastructure (IT) teams and development partners for issue resolution.
• Monitoring & Maintenance: Use monitoring tools like ITRS to keep track of application health and performance. Handle Autosys jobs and escalate appropriately if any job fails. Perform debugging using Unix scripting and Oracle SQL queries.
• Change & Release Management: Assist with deployments and changes using tools like uDeploy and ServiceNow. Follow ITIL practices for Incident, Change, and Problem Management. Manage and maintain documentation for standard operating procedures and knowledge base.
• User Communication: Provide clear, timely, and proactive communication to stakeholders regarding incident status, impacts, and resolutions. Prepare and send user communication for planned/unplanned outages.
• Collaboration: Work closely with cross-functional teams, including infrastructure teams, developers, and business stakeholders, to resolve issues and plan releases.

Required Skills and Qualifications:

• Technical Expertise: Proficiency in Unix/Linux and shell scripting for troubleshooting and support. Strong Oracle SQL skills, including writing queries to support data analysis, and debugging issues. Familiarity with Oracle stored procedures, functions, views, and cursors is a plus. Experience with Autosys for job scheduling and monitoring.
• Tools & Technology: Experience with monitoring tools like ITRS and job scheduling using Autosys. Hands-on experience with incident management tools like ServiceNow. Familiarity with uDeploy or similar deployment tools.
• Domain Knowledge: Solid understanding of banking processes, particularly in the Institutional Customer Group (ICG) domain. Exposure to managing critical banking applications in production environments.
• Soft Skills: Strong coordination and interpersonal skills to work with various teams, both technical and non-technical. Excellent communication skills, both verbal and written, for clear and concise issue reporting. Ability to perform well under pressure in a fast-paced, high-stakes environment. Quick thinking and a proactive approach to escalation and problem-solving.

Desired Skills (Good to Have): Knowledge of Oracle stored procedures, functions, views, and cursors for advanced troubleshooting. Any RPA Tools hands on or understanding. Experience working in the banking or financial services industry.