Java L2 production support

Required Skills & Experience:

The opportunity : The candidate will be required to perform technical production support activities on in-scope applications. Scope of production activities include but are not limited to : emphasizing production environment monitoring, incident management, root cause analysis, cross-team collaboration, and communication with stakeholders, while detailing required technical skills such as proficiency in SQL, Java, ETL tools, batch scheduling, MQ/Kafka, ITSM, DevOps, and personal attributes like analytical skills, adaptability, and customer service focus .

Job Description: Software Support Engineer (L1 /L2 ) : The person is responsible for being part of a global Derivatives Support team within the Global Service Delivery group. The Global Service Delivery group is responsible for the overall support of the production environment and providing a top tier-level service to the business. The Global Service Delivery group will also work with customers, internal service delivery units, and suppliers to ensure that the most appropriate levels of service are provided to the business. This individual should also have experience in software development of an application with a passion for growing skills as well as solving complex and challenging problems. Your key responsibilities • Act as a point of contact between the client and the application support center Monitor jobs, production processes, systems availability, latency and overall system health • Create Incidents / Service Requests /Problem ticket and assign to teams • Create application incident reports • Perform initial analysis and resolution for the layers defined in scope • Establish understanding of application, platform layers defined in scope • Analyze, identify issues, conduct investigation of functional/technical bugs, service failures, operational problems and provide acceptable workaround or resolutions to identified issues/defects • Escalate further to L3 within a reasonable period with analysis and findings • Triage, resolve, and conduct RCA • Handle major incidents and joined SWAT calls • Identification, classification, prioritization, and remediation of system issues • Well versed with Change Management process and tools. • Produce reports on defect/problem reporting data • Build tools or establish processes to quickly triage issues and discover failures across the technology stack • Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence • Create and update support knowledge database • Lead the documentation process for overall application support Common Responsibilities and Expectations • Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors on a regular basis • Provide responses to functional / technical queries, • Perform periodic application maintenance • Participate and provide support on various application migration activities • Propose and/or participate in any support team continuous improvement initiatives and implement these improvements, as needed • Understand the use of service delivery metrics • Monitor and report on regular production activities, which are subject to Service Level Agreement (SLA) or Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity Skills and attributes for success: • Ability to work in a fast-paced production environment • Excellent analysis and troubleshooting skills • Ability to work independently and as part of a team with minimum supervision • Understanding of software development lifecycle and best practices • Excellent communication skills (written and spoken English) • Ideally has experience in working for large Financial Services client • Keen attention to detail • Have exposure to working in shifts (APAC and EMEA) and/or weekend shift/on-call support • Has successfully demonstrated domain of most skills and technologies on several relevant projects • Exposure to various job and process monitoring tools Must have • B.E./B.Tech. in Computer Science or higher as well as related field of study • 6yrs+ years of professional experience in software maintenance / support / development • Good knowledge of SQL (Preferably MSSQL) 6yrs . • Proficient in Java and able to go into code to investigate issues - 4yr. • Experience in supporting ETL Platform using tools like SSIS, Informatica and Markit EDM (Preferably Markit EDM) - 4yrs. • Understanding of batch scheduling system usage and implementation concepts. • Basic understanding of MQ/Kafka ( both consumer/producer solutions) • Trigger solutions using external schedulers (Control-M), services (Process Launchers & Event Watchers) and UI • Proficient in working with ITSM (Service Now) & Data Analysis. • Well versed with Change Management process and tools. • Azure certified - AZ – 900 – Intermediate exp. • Snowflake - Intermediate exp. • Experience in incident management, understanding of ticket workflows and use of escalation. • Basic Understanding and experience of DevOps Model. • Hand on experience of Release Management. Nice to have: • Configuration of Dynatrace or any monitoring tools. • CI/CD tools (Azure DevOps, Jenkins, etc.) • Alteryx or similar technology. Personal • Excellent Analytical and Problem Solving Skills • Excellent oral and written communication skills • Demonstrated ability to be a self-starter and work effectively with minimal direction • Highly flexible and adaptable to change • Excellent organizational skills