We are seeking an experienced L1 Production Support Engineer with expertise in VisionPLUS 10 (Flex) to join our client's support team. The role involves monitoring, triaging, and resolving first-level issues across VisionPLUS 10 modules, ensuring smooth operations of business-critical applications in a banking environment.

Key Responsibilities

• Monitor application and batch job alerts related to VisionPLUS 10 (Flex).
• Perform daily health checks and validations across modules (CMS, FAS, TRAMS, ITS, etc.).
• Triage and resolve incidents and user tickets, providing quick fixes or workarounds for known issues.
• Maintain SOP documentation and a knowledge base for recurring issues.
• Escalate unresolved or complex issues to L2/L3 teams, coordinating with development, infrastructure, and vendor teams.
• Support monthly release deployments, patching, and related production activities.
• Prepare Root Cause Analysis (RCA) and incident reports.
• Serve as first point of contact for VisionPLUS 10-related incidents and service requests.
• Assist with routine support tasks such as password resets, account unlocks, and basic configuration changes.

Requirements

• Diploma/Degree in Computer Science, Information Technology, or related field.
• 2-5 years of relevant experience in L1 support, preferably within banking or card systems.
• Basic understanding of VisionPLUS 10 (Flex) architecture and core modules.
• Hands-on experience with JCL, COBOL, VSAM, CICS.
• Experience working in Microfocus (Flex) environment - Linux commands, WinSCP, PuTTY, DMC, Open Technologies scheduler.
• Familiarity with SQL/DB2 and log analysis (Good to Have).
• Experience with ITSM tools (e.g., ServiceNow, Remedy).
• Knowledge of ITIL practices (Good to Have).
• Strong communication, analytical, and customer service skills.
• Ability to work in a 24x7 support environment (as part of a global team).