Analyst IT - Level 3-Daily

• Act as first line of contact for production environment and provide Level1 /Level2 functional and technical support.
• Coordinate with Level3, DEV and Infra teams about new and recurring production issues and help in root cause analysis and timely resolution.
• Pro-actively monitor, manage and improve availability and performance of the production environments and application layers to middleware and databases.
• Monitor application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues and application crash.
• Ensures issues/incidents are logged in the incident management system on time with relevant details (description, root cause, outage, downtime, dependencies, executive summary etc.)
• Liaise and communicate with upstream / downstream applications support teams for timely data flow and resolving any open issues.
• Contribute in projects related with updates, upgrades, obsolescence and vulnerabilities. Making sure these software/hardware updates/upgrades are meeting timeline. Making sure these updates / upgrades are timely communicated and followed upon for completion.
• Maintain and create procedure and process documentations.

• Participate in release cycles for functional validation on staging, pre-production and production environments.
• Release deployment, post release checks, follow communication.
• Liaises with the Development teams to ensure enhancements and bug fixes are prioritized.
• Participates in regular and required DRP and BCP exercises.
• Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.
• Execute and or coordinate related projects like obsolescence, migrations, application upgrade and IV2 (Cloud)

EDUCATION

• Master/Bachelor or degree in Computer Science or IT Systems
• Minimum 10 years’ of Application Production Support experience

• Excellent experience on systems like Windows, UNIX and Linux
• Excellent knowledge of databases like Oracle and SQL
• Working experience of IT tools like Geneos, ServiceNow, Autosys, Jenkins, Dynatrace etc.
• Working knowledge or familiarity scripting skills Perl, Python and PowerShell
• Working knowledge of file transfer protocols/tools like - CFT, FTP & SFTP

• Autonomous, self-motivated and motivate new joiners in team, mentor for new joiners in team.
• Train new and existing members - to improve their knowledge and skillsets
• Foster the environment of innovations by motivating the team through appreciations and recognition.
• Excellent communication skills to review the incidents, change, problem and other management procedures, processes and guidelines. Able to guide teams on these and changes to come in future.
• Able to confidently engage with stakeholders on topics related to application and production support.
• Proactively engage with sponsors and business stakeholders to understand the VoC and absorb feedback in constructive manner.
• Openness to accept the new problems and issues and look for ways to solve.
• Positive attitude to own existing and new issues in the applications and productions. Find ways to, collaborate to find solutions to the problems.
• Inculcate the environment of positive mindset towards suctioning and problem solving.

• English and French

• Flexible in working on public holidays and weekend support
• Flexible in working in different shifts (as required)