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L2 Support Officer

Mumbai, MH
Job Code:
  • IT
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Job Details

Mission L2 Support Officer in IT Trade Finance - (Applications Filenet & iVision Trade Middle - Back Offices)ContextWithin IT Trade Finance department in the Enterprise Channels CB IT - ISPL, the L2Support team ensures the support of all the Users requests for Middle back-offices applications Filenet/ Ivision. These applications are deployed in the whole world. The L2 Support team relates to the coordination and the customer support, since User request re qualification until the deployment and associated maintenance. Liabilities are technical but also require a functional sensitivity in order to understand the needs and the importance of the communication and coordination with the different users and functional teams in Paris.Roles & Responsibilities Tasks Definition Level 2MO/BO support officer ensures 4 major missions in RUN activities1.Applicative support Qualify and analyze defects (functional / technical / infra analysis) Resolve production incident (workaround) Answer to request (from L1/MOA for stat, reporting or question request)2. Improvement/ feedback on PROD Report activity and production situation to L3 Coordinate root cause analysis with IPS / L4 Raise change request /production feedbacks (functional or infrastructure according to root cause analysis) 3. Environment maintenance Maintain UAT environment Support IPS for PROD / Pre PROD environment maintenance4. Roll Out Support Deploy fix/change request patches or Hot fixes on UAT Coordinate fix/change request patches or Hot fixes deployment for PROD Deploy small enhancements on UAT Coordinate small enhancements deployment for PROD General skills required Capacity of analyses and summary, autonomy, rigor and direction of the method. Capacity of working in several shifts, if required (potential Stand-By procedure to apply) Capacity to be engaged over incomes and deadlines, to handle the priorities. Ability to be communicated with technical and functional assignees resulting from various horizons (Engineering teams in Paris and Mumbai, teams functional, Users multi sites). English (written & oral) - EssentialEvaluation Criteria Quality of the delivered solutions Customer satisfaction Quality of deliverables Autonomy and pro-activenessMust have technologies (Hands on experience)Production support experience of 4 to 5 years.Good knowledge on RDBMS like Oracle/SQLWorking knowledge on tools like JIRA will be plusWorking knowledge of Shell ScriptingKnowledge of the working of Middleware tools like WAS & MQ to analyze the issues and provide solutionsWorking knowledge of Shell ScriptingGood knowledge about the AIX, Linux and Windows infrastructure and its functioning to ensure response to the support teams in case of environment issues.FileNet based support knowledge and working experience with IBM P8 FileNet 4.5 and 4.0 versionsGood knowledge of the FileNet architecture and able to identify, scrutinize and provide solutions for the FileNet infrastructure related issues.Basic knowledge on Networking (IP configuration, DNS changes)Exposure and knowledge to the Trade domain will be a plus.
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 4-7


Network Administration | Software Engineer | System Analyst/Tech Architect
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