Production support - L1-L2

Accion Labs is a global technology services firm with offering a full range of product life-cycle services in the emerging technology segment. This includes Web 2.0, Open Source, SaaS/Cloud, Mobility, IT Operations Management/ITSM, Big Data and traditional BI/DW.

Through nine global offices and a rapid-response delivery model, Accion offers a range of engagement models such as turn-key projects, extended-teams, shared-IP development, offshore-leveraged engagements and professional staffing (contract, contract-to-hire & direct perm).

Job Description

Role - Production support - L1-L2

Responsibilities

• Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward
• Manage and respond to users on timely manner.
• Log incident ticket for production issues and user queries
• Provide necessary information needed for further investigation to next level support (L2) to proceed with fix
• Ensure L2 teams identify root cause with impact analysis before delivering production defect fixes
• Prioritize defects and plan for production release based on defect criticality or align with quarterly release
• Follow up on defect and incident closure and meet incident closure KPI
• Share production defect support learning with QA team and development team to improve application quality and minimize future defects
• Make sure system availability as per respective agreed SLA
• Ensure daily end of day execution for supported applications complete successfully
• Perform annual Disaster Recovery (DR) exercise for supported applications
• Provide support to System Engineers on server level patches / upgrade as and when applicable
• Ensure proper knowledge transfer (KT) from project / development team before enhancement release
• Ensure application documentation is properly updated for each production release

Requirements

• Strong troubleshooting and problem solving skills
• Strong business knowledge and ability to pick up application knowledge quickly. Prior banking knowledge around Credit Origination will be an advantage.
• Strong IT skill(JAVA , J2EE technology & DB)
• 4 or more years’ production support experience.

Additional Information

All your information will be kept confidential according to EEO guidelines.