L2 Support Appway - CL

Job Description:

Job Title: Support Engineer, AVP

Location: Pune, India

Role Description

• Represent the Production Support organization on company-wide project teams.
• Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team.
• Prioritize workload, providing timely and accurate resolutions.
• Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs.
• Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
• Participate in knowledge transfer to ensure better grasp of the product and domain. Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments.
• Investigate & report on issues and potential risk events within designs and solutions.

What we’ll offer you

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Represent the Production Support organization on company-wide project teams.
• Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team.
• Prioritize workload, providing timely and accurate resolutions.
• Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs.
• Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
• Participate in knowledge transfer to ensure better grasp of the product and domain. Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments.
• Investigate & report on issues and potential risk events within designs and solutions.

Your skills and experience

• Analytical thinker experienced in a range of problem-solving techniques & approaches.
• Team player who shares and collaborates, a keen listener and quick learner.
• Communicates clearly and influences using coherent, fact and benefit-based proposals.
• Enables experimentation and fast learning approaches to creating business solutions.
• Familiar in the use of solution design tools
• Track record in identifying and making improvements to the delivery process.
• Experienced in Service Management functions and tools.
• Understands key elements of security, risk & control.
• Good knowledge on technologies like Oracle, HTML, Java, Jira and Appway
• Well versed in ITSM Problem and Incident Management model
• Experience in reviewing and understanding the project documents viz BRD, FSD, Security Architecture diagram, Runbook using Visio, Lucid Charts and MS Office
• Experienced in managing application technical releases.
• Familiarity with Agile/Jira/Scrums is mandatory.
• Should be able to work as individual contributor as well as team player and co-ordinate with client stakeholders (client managers, SME, Architect, Business)
• Experienced in different phases of project execution like requirement gathering, analysis, design, unit testing, test support.
• Possess good experience in banking and financial domain.

How we’ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

https://www.db.com/company/company.htm

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.