L2 Production Support Analyst

Title: L2 Production Support Analyst 
 Duration: 0-8 months
Location: Nashville, TN
Role Responsibilities  
- Being part of 24x7, leading L2 production support team for banking applications  
- Incident Resolution, Request Resolution, Problem Analysis and Resolution, Release Deployment  
- Batch Management (Monitoring and Coordination with up-stream down-stream in case any issues)  
- Technical Documentation on Knowledge Management Documentation and filling Daily health check reports.  
- Self learning and developing knowledge in domain and new applications.  
- Work with multi regional team and maintain proper handover from the regional team members  
- Coordination with the regional leaders from customer side, escalating the issues to respective touch points, provide updates and coordinate to get the issues resolved,  
- Ensure Handover / takeover from/to Shift on pending issues and ensure effective resolution  
- Participating in the Infrastructure activities from L2 perspective, stopping/starting applications in support before and after infrastructure activities followed by appropriate checkouts.  
- Working as team lead, ensuring the timely acknowledgement/resolution/reporting/escalations in the shift.  
- Preparing Support metrics/dashboard report and regular support activities reporting  
- Appropriate delegation/coordination of activities in the team/shift and ensure timely completion of tasks.  
- Coming up with ideas on service Improvement for effective service delivery and ensure high level of customer satisfaction. 
- 6-10 Years of experience in Application Development/Support with at least 2 years in L2 Production Support for investment banking domain  
- Broad Technical Knowledge (command line and scripting in UNIX environment)  
- Good DBMS concepts and SQL writing experience  
- ITIL processes knowledge:  ---------Incident Management  ---------Request Management  ---------Problem Management  ---------Release and Deployment Management  
- Excellent communication skills and user handling skills  
- Open for Night Shift and on call Support as required  
- Knowledge of ticketing tools like Remedy/SNOW and scheduler tools, Autosys/Cron etc 
- Attitude and respect for high quality standards  
- Strong relationship builder  
- Strong problem solving skills  
- ITIL Foundation Certification  
- Good reporting skills on SLA/Regular tracking reports  
- Good knowledge in investment banking domain/applications.  
- Experience of working as a team lead in Investment Bank managing the support activities, ensuring the timely acknowledgement/resolution/reporting/escalations in the shift.

Amit Sehdev 
APN Software Services Inc
Direct: 510.402.1061 | Fax: 510.623.5055 | amit@apninc.com 

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