L2 Production Support Analyst, Nashville, TN in Nashville, TN at GDH

Date Posted: 5/30/2018

Job Snapshot

Job Description

Description:

Role Responsibilities - Being part of 24x7, leading L2 production support team for banking applications - Incident Resolution, Request Resolution, Problem Analysis and Resolution, Release Deployment - Batch Management (Monitoring and Coordination with up-stream down-stream in case any issues) - Technical Documentation on Knowledge Management Documentation and filling Daily health check reports. - Self learning and developing knowledge in domain and new applications. - Work with multi regional team and maintain proper handover from the regional team members - Coordination with the regional leaders from customer side, escalating the issues to respective touch points, provide updates and coordinate to get the issues resolved, - Ensure Handover / takeover from/to Shift on pending issues and ensure effective resolution - Participating in the Infrastructure activities from L2 perspective, stopping/starting applications in support before and after infrastructure activities followed by appropriate checkouts. - Working as team lead, ensuring the timely acknowledgement/resolution/reporting/escalations in the shift. - Preparing Support metrics/dashboard report and regular support activities reporting - Appropriate delegation/coordination of activities in the team/shift and esnure timely completion of tasks. - Coming up with ideas on service Improvement for effective service delivery and ensure high level of customer satisfaction. Requirements - 6-10 Years of experience in Application Development/Support with at least 2 years in L2 Production Support for investment banking domain - Broad Technical Knowledge (command line and scripting in UNIX environment) - Good DBMS concepts and SQL writing experience - ITIL processes knowledge: ---------Incident Management ---------Request Management ---------Problem Management ---------Release and Deployment Management - Excellent communication skills and user handling skills - Open for Night Shift and on call Support as required - Knowledge of ticketing tools like Remedy/SNOW and scheduler tools, Autosys/Cron etc Preferences - Attitude and respect for high quality standards - Strong relationship builder - Strong problem solving skills - ITIL Foundation Certification - Good reporting skills on SLA/Regular tracking reports - Good knowledge in investment banking domain/applications. - Experience of working as a team lead in Investment Bank managing the support activities, ensuring the timely acknowledgement/resolution/reporting/escalations in the shift.