Application Support Manager

Role & responsibilities

Banking Experience Preferred

Direct Responsibilities

• Candidate must work as level 1/2 support analyst to bring technical and functional issues to resolution.
• Candidate must have good experience on SQL / PL-SQL.
• Candidate should be able to write complex SQL queries and can troubleshoot DB issues.
• Candidate should be responsible and act proactively to prevent performance issues or application crash.
• Candidate should be responsible for resolving support issue by using technical expertise and flexible enough to look for solutions that may be out of the box.
• Candidate should be able to handle ITIL Methodologies like Change, Incident, Problem, and Service Management.
• Candidate should be able to monitor the recurrent incidents, perform problem management, and escalate to the next level of support or development team when required.
• Responsible for UAT/PROD deployment & validation.
• Analyzing/documenting problems, recommending solutions, & initiating corrective action.
• Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Preferred candidate profile

Technical:

• Databases: Knowledge of RDBMS, Oracle, SQL.
• Operating System: Windows, Linux/UNIX
• UNIX: Knowledge of Shell Scripting, Process Management, Memory Management, Network Management commands.
• ITIL: Good Understanding of ITIL framework, especially on Incident, Request, Problem and Change management, should have worked in ITIL process and best practices.
• Middleware: Knowledge on tomcat OR any Middleware troubleshooting and Deployment Process
• Scheduler Tools: Autosys
• Monitoring Tools: Dynatrace
• Ticketing Tools: Service Now, JIRA

Behavioral:

• Proactive with good verbal and written communication skills.
• Good analytical and problem-solving skills.
• Ability to understand and interpret complex technical issues and identify solutions, quickly and efficiently.
• Ability to prioritize workloads and manage conflicting requests on time in a continually fast-moving environment, enthusiastic to work in challenging environment.
• Effective problem-solving abilities.
• Ability to adapt to change.
• Exhibits positive interpersonal and team skills.
• Commitment to company quality standards including: issue resolution timescales, quality improvement and commitment to resolving issues correctly.
• Aptitude for learning.