Service Operations - Production Engineer Support, AVP
- Pune, Maharashtra
- Permanent
- Full-time
- Ensure all the BAU support queries from business are handled on priority and within agreed SLA and to ensure all application stability issues are well taken care off.
- Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied.
- Embrace a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability.
- Be responsible for your own engineering delivery and using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams.
- Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture.
- Train and Mentor team members to grow to the next role.
- Bring in the culture of innovation engineering and automation mindset.
- Best in class leave policy.
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above
- Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene.
- Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues.
- Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls.
- Update the RUN Book and KEDB as & when required.
- Participate in all BCP and component failure tests based on the run books.
- Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support.
- Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a run book.
- Drive knowledge management across the supported applications and ensure full compliance.
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
- Recent experience of applying technical solutions to improve the stability of production environments.
- Working experience of some of the following technology skills:
- Operating systems (UNIX, Windows) and the underlying infrastructure environments
- Middleware (MQ, WebLogic, Tomcat, Jboss, Apache, Kafka, DAP, DWEB)
- Database environments (Oracle, MS-SQL, Sybase, No SQL)
- Automation, monitoring and data analytics tools (Monitoring tool (Geneos/Grafana/New Relic), scheduling tool (Control-M /Autosys), Ansible, Blue-prism, App dynamics, Splunk and similar tools)
- Scripting languages (UNIX shell, PowerShell, Python and any similar programming languages).
- Incident Tool (Service Now) and JIRA.
- Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.
- Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues.
- Excellent troubleshooting and problem-solving skills.
- Excellent communication skills, both written and verbal, with attention to detail.
- Ability to work in virtual teams and in matrix structures.
- 10+ years of experience in IT in large corporate environments, specifically in area of controlled production environments or in Financial Services Technology in a client-facing function
- Service Operations, Development experience within a global operations context
- Global Transaction Banking Experience (Surveillance and Fraud Checks) is a plus.
- Experience of end-to-end application support (Level 1, 2) with good overview of Production/Operation.
- Experience of supporting complex application and infrastructure domains
- ITIL / best practice service context. ITIL foundation is plus.
- Problem Management and Change Management.
- Good analytical and problem-solving skills
- Preferably knowledge or experience on GCP.
- Experience of working in an agile work culture.
- Knowledge of DevOps, Scrum and SRE concepts.
- Participate in the Disaster Recovery / Release and Deployment activity on weekend Support.
- Participate in Hand-over and follow the Sun Model in Production Support.
- KPI improvement, Manual activity in Support to be automated.
- Working closely with the Development team on JIRA tickets as well for SRE.
- Worked on Confluence and KB Documents.
- Manage SLA and OLA for the application support.
- Communication - Intermediate / Experienced
- Financial Management – Intermediate
- Industry Knowledge - Intermediate
- Innovation – Intermediate
- Managing Complexity – Intermediate
- Technical Competencies: Intermediate
- Business Continuity/Disaster Recovery – Intermediate
- Operational Management – Intermediate
- Domain Knowledge: Knowledge of Corporate Banking would be advantageous.
- Training and development to help you excel in your career.
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression.
- A range of flexible benefits that you can tailor to suit your needs.