Production Support and Implementation

Job Title: Production Support
Position: Permanent
Experience: 2 years to 5 years

Shift: Rotating Shifts 24*7*365. 5 days working and roster with planned leaves and shifts agreed every 3 months
Location: Mumbai
Employment Type: Full Time
Education Qualification: Any Graduate having knowledge

Position Description:

The Production Support and Implementation Engineer will be responsible for providing end-to-end application support and implementation services for the CGIs product across client environments.

Responsibilities:

Key Responsibilities

• Log, track, update, and manage Jira tickets throughout their lifecycle, ensuring timely follow-up and closure.
• Provide production support including client coordination, issue analysis, troubleshooting, resolution, and regular communication through email and support channels.
• Perform initial analysis of production issues and coordinate with the L3/Product Development team when deeper technical investigation or product-level fixes are required.
• Coordinate with internal teams and client stakeholders during production incidents, implementations, and planned activities.
• Perform implementation of product patches, Change Requests (CRs), enhancements, and fixes in UAT and other applicable environments.
• Perform System Integration Testing (SIT) after implementation and validate application functionality before handing over the build for UAT.
• Facilitate and support client UAT, including issue analysis, defect coordination, retesting, and closure of observations.
• Plan, coordinate, and execute production Go-Live activities in collaboration with the bank/client and internal CGI teams.
• Perform post-implementation validation and provide support during stabilization after production deployment.
• Prepare and maintain periodic support reports, MIS, ticket status reports, implementation trackers, and other client-specific reporting requirements.
• Maintain appropriate documentation for incidents, implementations, configurations, deployment activities, and resolutions.
• Contributes to the Known Error Database using which repetitive issues resolved quickly.
• Ensure activities are performed in accordance with defined support processes, implementation procedures, SLAs, and change-management requirements.
• Maintain proactive communication with the client and internal stakeholders regarding progress, risks, dependencies, delays, and resolution status.
• Take complete end-to-end ownership and accountability for assigned production support, implementation, and deployment activities until successful closure.

Must-Have Skills:

• Excellent communication - Oral and written - English, Oral - Hindi.
• Good - Debugging and Problem Solving Skills.
• Basic knowledge of Oracle.

Good-to-Have Skills

• MQ and IIS knowledge will be added advantage.
• Knowledge of NEFT, RTGS, NACH will be added benefit