Production Support Engineer

The Enterprise Application Support team holds responsibility for delivering technical support and expert troubleshooting for the organization's enterprise applications. Their efforts are essential to maintaining the reliability, performance, and continuous availability of critical business systems.

In this position, you will serve as a key liaison between client-facing teams and internal development. Your primary responsibility is to deliver Tier I and Tier II technical support, which involves diagnosing issues, assessing their criticality, and determining their scope in real time.

Primary Responsibilities

• Deliver application support for industry leading investment management platform running on Unix/Linux platforms

• Troubleshooting & Root cause analysis

• Create, categorize, and prioritize support tickets appropriately.
• Triage and manage incidents to restore service as swiftly as possible. Use technical skills to investigate reported issues and escalate to the proper development teams, ensuring timely resolution within agreed SLAs.
• Work with the development and systems teams to streamline processes and communication with groups outside of the technology teams.
• React to various monitoring and alerting systems.
• Work closely with development team to forecast severity of issues and throughput for fixing issues across teams.
• Provide root cause analysis as required internally.
• Adhere and oversee adherence to the Enterprise defined Stand Operating Procedures, processes, and company policies.

• Documentation and Knowledge Management

• Learn how the technology behind the system works.
• Excellent attention to detail and strong documentation skills. Create documentation on issues, resolutions, FAQs, training materials and best practices for internal knowledge sharing, maintained to the highest quality and accuracy.
• Assess patterns in support tickets, requests and alerts helping increase efficiencies of training and support.
• Maintain awareness of issue status after handing off to other teams.

• Enhancements, Process Improvement and Workload Management

• Identify and implement areas lacking automation.
• Work towards automation of tasks and improve uptime and availability of the application.

• Deployment

• Weekend on-call shift on a rotational basis for business-critical activities.
• Deploy patches / Bug fixes, Business Continuity, Disaster Recovery and Failover activities.

Job Qualifications

To be successful in this role, you should have the following:

• 3-5 yrs Application Support experience.

• Computer Science/Engineering background (preferred)

• Exposure and experience to Financial Markets domain and SaaS products (preferred)

• Comfortable with Middleware Technologies [WebSphere(WAS)/Weblogic/JBoss/Tomcat/Apache MQ] is desirable.

• Competence in analyzing application / system behavior, logs, and data to identify root causes. Should have knowledge of basic web protocols and error codes.

• Working knowledge of Linux (RHEL, CentOS, Ubuntu, Mint). Basic knowledge of Unix/Linux Commands and Bash scripting

• Broad understanding of Networking concepts (TCP/IP, HTTP/S, DNS, packet loss, etc) for diagnosing connectivity issues.

• Familiarity with Java, SQL (querying, analyzing, and manipulating data), and XML.

• Must have knowledge of Application Development and IT service lifecycle.

• Experience working on Orchestration tools like Jenkins would be a plus.

• Experience working on containers like Docker, Kubernetes would be a plus.

• Application Performance Monitoring (APM) tools ELK Stack, Splunk, CheckMK, Grafana for log analysis and system health checks.

• Comprehensive knowledge of ITIL practices.

• Experience with ITSM Platform / Tools: JIRA Service Desk, Zendesk.

• Take ownership of customer issues reported and see problems through to resolution.

• Strong Analytical thinking and problem-solving skills with keen attention to detail. Ability to work independently, and under pressure.

• Should be flexible to work remote during off hours and participate in rotational shifts and on-call schedule.

• Ability to work within customer focused team with good communication, both verbally and written