Production Support Analyst

Responsibilities:

Provide end-to-end support for customer-facing banking applications, transaction-processing services, and the underlying technology infrastructure in a 24x7, SLA-driven environment.

Banking Application and Customer Issue Support

• Investigate customer-reported Login, Online banking, mobile apps , payment failures, delays, reversals, reconciliation exceptions, login and authentication issues, and failed, pending, duplicate, rejected, or delayed transactions.
• Support incidents affecting core banking, retail and wholesale banking, cash management, customer information, credit cards, debit cards, card processing, Global Market and Enterprise and account-related services.
• Assess customer and business impact, provide timely updates.

Transaction Investigation and Production Support

• Perform end-to-end transaction tracing across applications, databases, APIs, interfaces, middleware, operating systems, networks, storage, AS/400, mainframe, and downstream services.
• Analyze application and system logs, SQL data, batch records, error messages, monitoring alerts, and file-transfer results to isolate the point of failure.
• Identify whether an issue originates from an application, database, scheduler, operating system, network, storage platform, middleware, external interface, or third-party service.
• Support Start-of-Day and End-of-Day processing, post production releases health checks, post application deployments health checks, assist teams with service restoration, and Disaster Recovery exercises.

Infrastructure Maintenance and Engineering

• Perform or coordinate network troubleshooting, OS patching and upgrades.
• Safely stop and restart application, middleware, database, batch, and related services during maintenance; complete pre-checks, post-change validation, health checks, and business handover.

Monitoring, Batch Operations, and Automation

• Monitor systems, transactions, batch jobs, interfaces, scheduled tasks, and file transfers using Splunk, Geneos, Control-M, SQL Monitor, and other enterprise tools.
• Create and maintain dashboards, alerts, operational views, and actionable monitoring for application and infrastructure services.
• Develop automation using UNIX/Linux shell scripting, SQL, or equivalent technologies to improve reliability and reduce manual effort.

Service Operations and ITIL Management

• Apply Incident, Problem, and Change Management practices; participate in major incident recovery and restore services within agreed SLA and KPI targets.
• Conduct root-cause analysis and post-incident reviews, track corrective and preventive actions, and coordinate permanent remediation for recurring issues.
• Prepare change records, risk and impact assessments, implementation steps, validation procedures and production-readiness evidence.
• Support Service Request Management, operational acceptance, SLA reporting, and service-availability reporting.

Stakeholder, Documentation, and Compliance

• Coordinate with business users, customer service, banking operations, application, database, infrastructure, network, storage, cybersecurity, command-centre, and vendor teams.
• Provide clear management updates during service disruptions and maintain incident reports, SOPs, runbooks, recovery procedures, implementation plans, and knowledge articles.
• Ensure production activities comply with banking technology-risk, information-security, regulatory, audit, access-control, and change-governance requirements.

Requirements:

Education:

   Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

• At least 1-9 years of relevant production support or infrastructure operations experience, preferably within banking or financial services.

• Experience supporting business-critical services in a 24x7 environment with formal SLA, incident, problem, and change controls.

Essential:

• Strong troubleshooting skills across applications, Linux/UNIX or Windows, SQL databases, APIs, middleware, networks, storage, and batch-processing environments.

• Hands-on experience with log analysis, SQL investigation, transaction tracing, service recovery, production deployment, and Start-of-Day or End-of-Day operations.

• Working knowledge of Splunk, Geneos, Control-M, SQL Monitor, or comparable enterprise monitoring and scheduling platforms.

• Ability to create automation using AS400, shell scripting, SQL, Mainframe or equivalent technologies.

• Practical knowledge of ITIL Incident, Problem, Change and Service Request Management processes.

• Clear written and verbal communication, including management updates, technical documentation, runbooks, root-cause reports, and stakeholder coordination.

• Willingness to work in 24x7 shift, weekend shifts

Skills

Control M, AS/400, Debit Cards, Technology Infrastructure, Splunk, Card Processing, Reconciliation, Credit Cards, Banking Solutions, Computer Science, Production Support, Transaction Management, Cash Management, Business Impact Analysis, Distributed Tracing, Global Account Management, Databases, Linux, Failure Analysis