Description

Support Analyst – 2 -  

Responsibilities
Direct Responsibilities
• Monitor application health, consumption, and performance; propose and implement optimizations.
• Perform regular functional deliveries, releases, and post deployment after care.
• Maintain an up to date knowledge base and capture lessons learned from incidents.
• Triage, prioritize, and track incidents, problems, and service requests in ServiceNow & Jira.
• Act as escalation point for complex issues; coordinate with development, architecture and third party vendors.
• Lead root cause analysis (RCA) and post incident reviews; drive corrective and preventive actions.
• Deploy releases using CI/CD pipelines (Bitbucket, Git, Jenkins, Ansible, Terraform, Kubernetes, Docker).
• Participate in RFC review, impact analysis, testing, and rollout; ensure release readiness checklists are met.
• Identify and remediate security vulnerabilities, support audit and compliance activities.
• Implement hardening and patching processes (including weekend operations)

Contributing Responsibilities
• Detect recurring issues; develop automation scripts (Shell, PowerShell, Python) and knowledge base articles.
• Contribute to process enhancements, incident classification, and performance optimization initiatives.
• Manage housekeeping, upgrades, installation, backup/restore & adherence to DR plans to ensure smooth functioning of existing systems.
• Coach and mentor fellow team members, share skills and expertise as required.


Technical & Behavioral Competencies
• hands on knowledge on SQL, UNIX/Linux, windows
• Knowledge of DevOps (must have Ansible) is required
• Working experience with job‑scheduling and automation tools – Autosys or similar.
• Proficiency in monitoring and application‑performance tools – Dynatrace or comparable.
• Scripting/Programming skills (Shell, Python) to develop automation and utility scripts.
• Strong analytical and root‑cause investigation skills; able to diagnose complex production issues quickly.
• Proven ability to work effectively in a virtual, globally distributed team, coordinating across time zones and cultures.
• Proactive mindset – identifies improvement opportunities, drives automation, and follows up on preventive actions.
• Excellent written and verbal communication; can translate technical details into clear business‑friendly language for stakeholders at all levels.

Specific Qualifications:
• Minimum 3 years of hands‑on experience in application production support, and Unix/Linux environments.
• Prior experience supporting critical applications in a financial services or banking environment is required.
• Working knowledge of ITIL/ITSM processes (Incident, Problem, Change, Release Management).

Skills Referential (Required knowledge, skills and abilities)
Technical Skills:
• Operating Systems: Linux, Windows a plus
• Servers & Middleware: Apache, Tomcat, IBM MQ, CFT, FTS
• Databases: Oracle, SQL Server
• CI/CD & IaC: Bitbucket, Git, Jenkins, Ansible, Terraform, Kubernetes, Docker
• Scripting: Shell, PowerShell; Python a plus
• Scheduling: Autosys
• Monitoring & Observability: Dynatrace, OpenSearch
• Service Management: ITIL, ServiceNow, Jira
• APIs: REST, SOAP
• Reporting: MSBI, Business Objects


Behavioral Skills:
• Rigorous & detail oriented
• Proactive and autonomous
• Strong analytical and troubleshooting mindset
• Service oriented with a focus on end user experience
• Excellent written & verbal communication; ability to translate technical issues for business audiences

Education Level: Bachelor's degree or equivalent
 

Key Skills

Education

Any Graduate