Must have Production support and devops experience in Corporate & Investment or Retail Banking domain, Unix, Shell scripting , SQL, PL/SQL, tools of use in typical production support environment, ITIL processes
- Good experience on Agile practices
- Devops tools knowledge
Key responsibilities and accountability
1. Quality service and support :
- Ensure a high availability to support and advice our users.
- Management of production issues and requests.
- Acknowledgment of the incoming cases, ensure the right qualification, prioritization and resolution reactivity.
- Ensure support coverage for users in accordance with service coverage agreed on the perimeter.
- Analyze and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users.
- Ensure an accurate and complete tracking of the activity.
- Perform daily checks and apply recovery and troubleshooting procedures strictly.
- Ensure an accurate and clear communication to users and partners.
2. Coordination and communication :
- Escalate issues and other topics to the right team when needed.
- Maintain a good collaboration with worldwide PRD teams and partners (DEV, GTS).
- Update and Share production information with the other team members (especially during follow-up meeting like white board, PRD/DEV/GTS…).
- Ensure a good follow-up and understanding of the new features and functionalities.
3. Summarize and convey the key messages to the stake holders when need arises.
Environment:
Typical Production Support Environment of Major European Investment Bank
- 24 * 5 Support.
- Should be working in Night shift
- Weekend activities (Infra & User Support) should be performed on rotation
- participation in DR Activities