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Production Support Analyst

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  • Banking & Finance
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Job Details

Basic knowledge of ITIL framework - Incident Management, Change Management and problem managementProvide production and non-production environment support for Business functions Applications. Responsibility to ensure stability, continuity and availability of the application, in addition to providing rapid response to incidents and escalated user queriesEssential SkillsBasic understanding of Incident/Problem/Change and Release disciplinesExcellent written and verbal communication skillsAbility to work independently and make objective decisions independentlyExcellent troubleshooting and problem solving skillsAbility to work in a matrix managed organizationExcellent team workProduction of high quality documentationExperience in handling users/HelpdeskGood understanding of the internal and external environments required to deliver the IT solutionsStrong and proven results in Incident Management and other ITIL disciplinesProvides monitoring of the environment, managing and tracking incidents and escalationsResolve and track production incidents and prevent reoccurrences. Coordinate and perform deployment, installation, configuration, troubleshooting, maintenance and support for production and non-production environmentsTakes responsibility for end-to-end solution of incidents, and problems. Provides quick response to limit downtime and resolve the issues within committed SLA.Communication and Reporting Provide regular updates to key stakeholders and all levels. Participate in publishing Weekly, Monthly, Quarterly and Yearly ReportsProvide 24/7 support and coverage to ensure there is no impact to business and usersPartner closely with Application Development, Testing team and upstream consumers and other L2/L3 teams.Participate in on-call rotation for application support of production related issuesExecute changes as per change management processTroubleshoot and resolve user/helpdesk queries as per defined SLAIdentify proactive remedial strategies to prevent future system problems and to improve the quality of delivered systemsCreate and improve system documentation (Run books, FAQs).
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-4


Business/Systems Analysis
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