Request, Incident and Problem Management

• Act as first line of contact for end users to register their queries and concerns and provide Level1 and Level2 functional and technical resolutions.
• Communicates with internal users and management over incidents and post-mortems.
• Pro-actively monitor, manage and improve availability and performance of the production environments from presentation and application layers to middleware and databases.
• Monitor all application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues or application crash.
• Ensures all support issues are correctly logged in the institution incident management system with relevant details (downtime, slowness etc.) and ownership of their resolution.
• Diagnoses issues: establishes their root cause.
• Initiates task force over critical incidents.
• Liaises with upstream and downstream systems support teams as appropriate.

Application and Batch Monitoring and follow up

• Monitor application state and input/output data correctness throughout the day, hand-over with follow the sun support teams.
• Updates the relevant Production KPIs.
• Monitor batches with the help of provided tools and act proactively on failed batches while being ensuring that the preventive actions were implemented to avoid the future failures.

• Knowledge Management and Documentation
• Owns team knowledge base on wiki for all in-scope applications.
• Provides support to end-users on how to use the application.
• Ensures regional support teams are trained as required for a follow-the-sun support model, in particular over new releases.
• Communicates a daily handover document to Follow-The-Sun support teams, where appropriate.

Continuous Service Level improvement

• Contributes to capacity management of in-scope applications: proactively tracks trends in application behaviour, and alerts Application Production and Development teams of any potential risks in the future.
• Ensures that all application support logs are fit for purpose, ie meaningful and actionable.
• Actively seeks reduction of dependency on manual interventions by support staff, e.g leveraging enterprise batch scheduling and enterprise monitoring tools.

Maintenance and enhancements

• Participates to release cycles for functional validation on staging/pre-production and production environments – in particular for logs.
• Review release and coordinate around deployment/post release checks.
• Communicates Release Notes to internal users and globally based client service desks.
• Liaises with the IT development teams to ensure enhancements and bug fixes are prioritized, and completed as appropriate.
• Ensuring the timely delivery of change in staging and production ecosystem as per the agreed schedule.
• Participates to 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.

What do I need to bring?

Behavioral Skills

• Ability to diagnose and troubleshoot technical issues
• Enthusiastic to work in challenging environment.
• Excellent problem-solving and communication skills
• Ability to Collaborate /Team Work in multi-location distributed environment
• Creativity & Innovation / Problem solving. Focus on Process Improvement

Transversal Skills:

• Ability to understand, explain and support change
• Analytical Ability
• Ability to manage technical project
• Ability to develop and adapt a process
• Ability to develop and leverage networks
• Ability to set up relevant production performance indicators.

Technical Skills

Mandatory

• Prior experience of Production Support preferably in banking domain.
• Excellent knowledge of Databases preferably Oracle.
• Knowledge of Web technologies like preferably WebSphere,IIS, Web services.
• Knowledge on Linux, Middleware and basics of XML.
• Familiarity with Production tools like Geneos, Dynatrace, Service Now, Confluence, Univiewer, Autosys etc.
• Good Knowledge on shell scripting.
• Basic DOS Commands and Powershell/BAT Scripting.
• Knowledge of File Transfer protocol and tools like - CFT,FTP,SFTP.
• Understanding of application lifecycle.

Good to have

• Beginner level understanding of Network.
• Elementary knowledge on Siebel will be an added plus.
• ITIL certification will be considered as asset.

Qualification

• Graduate in Computers/IT field with 3 to 6 years of experience.

Availability

• Flexible in working on public holiday and weekends to deliver production changes and participate in Infra activity.
• Available for on-call support

Spoken Language

• English – Fluent
• French – Good to have.

What will be valued?

• Professional certifications.

What can Syone offer me?

• Integration in an organization with profound and sustained growth and involvement in pioneering projects with innovative technological solutions;
• Strong IT training plans;
• Professional evolution with intervention in ambitious technological projects, both national and internationally.