Key Domain/ Technical Skills:

• SQL, VB, .NET

• Red Hat Linux, Shell Script, Java

• OpenShift

• Web-Based & Mobile-Based Applications

• Digital Technologies

Responsibilities:

• Incident Management: Manage incidents according to defined processes and procedures, ensuring adherence to service targets and quality standards.

• Ticket Handling: Receive, analyze, and prioritize incoming tickets, assign them to appropriate teams or individuals, and ensure timely follow-up on resolutions.

• Issue Resolution: Troubleshoot and resolve complex technical issues within IT infrastructure environments, collaborating with cross-functional teams as needed.

• Root Cause Analysis: Identify recurring problems and implement preventative measures to minimize future occurrences.

• Communication: Effectively communicate status updates, outages, and other important information to stakeholders during production hours.

• Collaboration: Work closely with development teams, vendors, and external partners to address system issues and enhance overall system performance.

• Continuous Improvement: Proactively identify areas for process improvement and implement changes to improve efficiency and customer satisfaction.

• Reporting: Generate regular reports on incident trends, ticket resolution times, and other key metrics to help inform decision-making and drive continuous improvement efforts.

• Team Support: Assist in training new team members and provide guidance to junior staff members as needed.

• On-Call Support: Participate in after-hours on-call rotations to ensure system stability and availability outside of standard business hours.

Requirements:

Education:

• Bachelor's degree in computer science or related field.

• At least 6 years' relevant experience preferably in a Finance Institution.

Must have:

• Minimum 4 years of experience working in Banking IT industry support. Experience in internet banking applications and mobile banking applications.

• Strong team player. Flexible and being able to manage time effectively.

• Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.

• Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.

• Solid understanding of ITIL methodology.

Essential Technical Skill:

• 3-4 years' experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct

• 2+ years' experience supporting native iOS / Android applications in large Production environments.

• Support maintenance of OpenShift, container native applications and microservice design patterns.

• Two years of experience managing or supporting OpenShift or Kubernetes infrastructures.

• Experience with additional container, virtualization, or cloud technologies like Red Hat OpenShift Container Platform, Kubernetes, Docker, VMware vSphere, Amazon Web Services (AWS), etc.

• Ability to manage the container platform ecosystem.

• Assist in change review of container platform for new versions of OpenShift, Hotfixes, etc.

• Integrate multi-functional applications into container-based support services.

• Participate in a highly collaborative team environment, contributing to all phases of the development lifecycle.

• Troubleshoot software code issues and report findings.

• Review and provide feedback on project technical documentation.

• Assist in the troubleshooting of incidents, timely follow up with development team for fixes.

• Assist with trouble tickets with the ability to create, update, and close tickets, and track items to resolution (Remedy, Confluence, JIRA)

• Hands-On experience in writing / debugging scripts, code, database queries

• Software Engineering & Change Management.

• Solid understanding of resiliency and redundancy designs.

• Interfaces and Messaging systems.

Personal Skill:

• Ability to work in a team environment.

• Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority.

• Excellent communication and interpersonal skills with the ability to communicate well at all levels.

• Strong problem-solving skills while being process orientated.

• Self-motivating and delivery focused individual.