Production Support Analyst

Role Overview

This position is for a Production Support Analyst with a strong background in IT support within finance institutions, focused on internet and mobile banking applications and APIs. The role requires handling systems in critical, high-availability environments and delivering expert troubleshooting and automation solutions.

Responsibilities

• Provide production support and systems administration mainly on Linux, Unix, and Oracle platforms in a Level 1.5 or Level 2 capacity within mission-critical environments.
• Troubleshoot and diagnose performance issues in Java-based web applications, including writing and debugging scripts, source code, and database queries.
• Utilize automation skills primarily using Unix Shell scripting or Python to streamline support tasks.
• Understand and implement resiliency and redundancy principles; actively participate in disaster recovery technical activities.
• Operate within the ITIL framework, using ITSM tools such as BMC Helix or ServiceNow to manage incidents, problems, and changes effectively.
• Manage workload independently with minimal supervision, promptly learning new skills while maintaining meticulous attention to detail.
• Communicate efficiently across various organizational levels and work collaboratively within teams.

Requirements

• Bachelor’s degree in Computer Science or a related field.
• Minimum of 5 years' relevant experience, preferably within Corporate or Retail Banking IT sectors involving internet and mobile banking applications and APIs.
• Extensive experience (5+ years) with Red Hat Linux, Shell Scripting, and Java development/support.
• Proficiency in Oracle and MS SQL databases with at least 5 years of hands-on usage.
• Practical experience with Connect Direct and IBM MQ technologies spanning at least 3 years.
• At least 2 years of experience handling Host-to-Host file transfers, including SFTP.
• Strong knowledge of web application architectures and protocols.
• Familiarity and practical usage of ITIL methodologies and ITSM tools, specifically BMC Helix or ServiceNow modules for incident, problem, and change management.