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

Qualifications

3+ years of strong production support (L3 support) experience or software development experience

Working knowledge in Java, Shell scripting, Linux and SQL

Strong analytics skills, with ability to proactively identify issues before they become major problems.

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

Experience in Finance (Banking) domain preferred

Experience with Ticketing tools like Jira preferred

Excellent communication and interpersonal skills

Able to thrive in a fast paced, deadline driven environment

Able to prioritize in a fast moving, high pressure, constantly changing environment

Good sense of urgency and organization around problem management and escalation

Ability to communicate effectively with users, development and support teams during issues and when there are questions or issues to be addressed

Responsibilities

Take ownership of user queries & issues (and be proactive about identification & communication where needed)

Monitor all alerts and report any issues that may significantly impact the business

Monitor, analyze, troubleshoot issues, providing code fixes and testing

Create/develop/utilize application monitoring solutions to enhance application availability and performance on production

Conduct root-cause analysis as and when needed and propose corrective action plan

Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams

Responsible for reporting requests maintaining the SLA (Service Level Agreement) agreed with clients

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