Support Lead

Posted 2 years ago


  • Provide front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues
  • Solve production down situations under tight SLA deadlines
  • Root cause and problem resolution follow-up
  • Debug and fix production issues by analyzing java code, complex SQL queries & stored Procedures
  • Good knowledge on APIs – REST, Microservices, JSON construct etc.
  • Awareness of software design principles and integration patterns in general
  • Knowledge of authentication, authorization of services via OAuth 2.0
  • Exposure to Postman tool
  • Good analytical skills to investigate/debug and identify the root cause of the issue
  • As a part of L2 support team provide stand-by out of hrs support on rotational basis for production system
  • Look for efficiency improvement in & productivity savings Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiency
  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
  • Communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues
  • Interact with clients and demonstrate empathy to situations and challenges
  • This is a great opportunity for someone with good project management skills and can demonstrate flexibility
  • Strong business acumen, communication and presentation skills

Required Skills:

  • 7 +  years of relevant IT experience (SDLC- Waterfall / Agile, Production Support)
  • Proven expertise in Java/J2EE, OOPS, Servlets, JSP, JavaScript, Autosys, Spring, SQL/PL-SQL, UNIX, Web Services, Web Logic 10.x or above, JMS
  • Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
  • Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
  • Experience with Real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
  • Ability to assess initial severity, gather impacts, creates tickets ,engage necessary
  • support teams, and escalate as necessary to ensure timely restoration
  • Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
  • Ability to suggest, implement ideas for enhancing the customer experience and implement best practices for cost saving
  • Flexible to work for extended hours and on weekends as needed to handle high priority issues
  • Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools
  • Ability to deal with complex information, processes and relationships to derive a simple solution
  • Good ability to navigate ambiguity and quickly establish credibility
  • Excellent spoken and written English complete with clear oral communication skills
  • Experience in Change management and Incident management tools

Desired Skills:

  • Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness,  Application Monitoring,  Production Governance related to issues
  • Working experience in SDLC processes
  • Exposure to Banking and financial industry

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