Production Support Specialist

Objective of Role

The Production Support role is responsible for managing the day-to-day stability of the Consumer and Small Business Card Decision and Underwriting application environment. Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.

Additional Responsibilities

• Identify opportunities for monitoring and automation.
• Drive Prost Problem management process to get to root cause and corrective items.
• Develop tools, dashboard, Reports, alerts or process using various tools like Splunk, Dynatrace etc. to aid and improvise monitoring and day to day tasks to reduce resource overhead.
• Evaluate and participate in Changes/Releases.
• Identify stability and risk items in Production, work with various teams to remediate and ensure environment availability, stability and resiliency.

Primary Skill

Dynatrace - Performance Engineering Analysis, Splunk, Agile tools (Jira)

Secondary Skills

• ITIL Certified
• BMC Remedy
• Jira Experience

Experience

• Minimum 8-10 years roles & responsibilities
• Provide day-to-day application support for aligned applications by reviewing pertinent logging (including platforms with limited documentation)
• Drive for root cause analysis to application outages and provide quick service restoration (including single user and branch issues)
• Improve application stability and reduce errors present in the environment.
• Work closely with technology infrastructure teams, development, and testing teams in supporting integrated/independent releases, software/hardware upgrades, server upgrades, etc.
• Reduce Development escalation and ensure issues are resolved within the team.
• Proactively monitor and manage the production environment.
• Act as the point of escalation for the business and manage end-user client relationship.
• Ability to support nights/weekends for on-call coverage, including monthly release-related events.

Generic Managerial Skills

• If any

Technical Skills

• Strong Technical skills overall
• Excellent Communication (written and verbal) Skills
• Self-driven individual, who is a continual learner, with good project management skills
• Solid understanding of large scale applications, network architectures, monitoring and fault management
• Minimum 4+ years’ experience developing alerting and application dashboards using Splunk as well as utilizing APM tools such as Dynatrace
• Experience with ticketing systems like Remedy or ServiceNow.
• Strong understanding and exposure with both Windows and Linux Systems
• TCS Employee Benefits Summary

Qualifications

• BACHELOR OF COMPUTER SCIENCE