Support Analyst

About Us

“Capco, a Wipro company, is a global technology and management consulting firm. Awarded with Consultancy of the year in the British Bank Award and has been ranked Top 100 Best Companies for Women in India 2022 by Avtar & Seramount. With our presence across 32 cities across globe, we support 100+ clients across banking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery.

WHY JOIN CAPCO?

You will work on engaging projects with the largest international and local banks, insurance companies, payment service providers and other key players in the industry. The projects that will transform the financial services industry.

MAKE AN IMPACT

Innovative thinking, delivery excellence and thought leadership to help our clients transform their business. Together with our clients and industry partners, we deliver disruptive work that is changing energy and financial services.

#BEYOURSELFATWORK

Capco has a tolerant, open culture that values diversity, inclusivity, and creativity.

CAREER ADVANCEMENT

With no forced hierarchy at Capco, everyone has the opportunity to grow as we grow, taking their career into their own hands.

DIVERSITY & INCLUSION

We believe that diversity of people and perspective gives us a competitive advantage.

MAKE AN IMPACT

Job Description:

Direct Responsibilities • Monitor application health, consumption, and performance; propose and implement optimizations. • Perform regular functional deliveries, releases, and post deployment after care. • Maintain an up to date knowledge base and capture lessons learned from incidents. • Triage, prioritize, and track incidents, problems, and service requests in ServiceNow & Jira. • Act as escalation point for complex issues; coordinate with development, architecture and third party vendors. • Lead root cause analysis (RCA) and post incident reviews; drive corrective and preventive actions. • Deploy releases using CI/CD pipelines (Bitbucket, Git, Jenkins, Ansible, Terraform, Kubernetes, Docker). • Participate in RFC review, impact analysis, testing, and rollout; ensure release readiness checklists are met. • Identify and remediate security vulnerabilities, support audit and compliance activities. • Implement hardening and patching processes (including weekend operations)

Contributing Responsibilities • Detect recurring issues; develop automation scripts (Shell, PowerShell, Python) and knowledge base articles. • Contribute to process enhancements, incident classification, and performance optimization initiatives. • Manage housekeeping, upgrades, installation, backup/restore & adherence to DR plans to ensure smooth functioning of existing systems. • Coach and mentor fellow team members, share skills and expertise as required.

Technical & Behavioral Competencies • hands on knowledge on SQL, UNIX/Linux, windows • Knowledge of DevOps (must have Ansible) is required • Working experience with jobscheduling and automation tools –Autosys or similar. • Proficiency in monitoring and applicationperformance tools –Dynatrace or comparable. • Scripting/Programming skills (Shell, Python) to develop automation and utility scripts. • Strong analytical and rootcause investigation skills; able to diagnose complex production issues quickly. • Proven ability to work effectively in a virtual, globally distributed team, coordinating across time zones and cultures. • Proactive mindset –identifies improvement opportunities, drives automation, and follows up on preventive actions. • Excellent written and verbal communication; can translate technical details into clear businessfriendly language for stakeholders at all levels.

Specific Qualifications: • Minimum 3 years of handson experience in application production support, and Unix/Linux environments. • Prior experience supporting critical applications in a financial services or banking environment is required. • Working knowledge of ITIL/ITSM processes (Incident, Problem, Change, Release Management).

Skills Referential (Required knowledge, skills and abilities) Technical Skills: • Operating Systems: Linux, Windows a plus • Servers & Middleware: Apache, Tomcat, IBM MQ, CFT, FTS • Databases: Oracle, SQL Server • CI/CD & IaC: Bitbucket, Git, Jenkins, Ansible, Terraform, Kubernetes, Docker • Scripting: Shell, PowerShell; Python a plus • Scheduling: Autosys • Monitoring & Observability: Dynatrace, OpenSearch • Service Management: ITIL, ServiceNow, Jira • APIs: REST, SOAP • Reporting: MSBI, Business Objects

Behavioral Skills: • Rigorous & detail oriented • Proactive and autonomous • Strong analytical and troubleshooting mindset • Service oriented with a focus on end user experience • Excellent written & verbal communication; ability to translate technical issues for business audiences

Education Level: Bachelor's degree or equivalent Location: Mumbai

WHY JOIN CAPCO?

You will work on engaging projects with some of the largest banks in the world, on projects that will transform the financial services industry. We offer: • A work culture focused on innovation and creating lasting value for our clients and employees • Ongoing learning opportunities to help you acquire new skills or deepen existing expertise • A flat, non-hierarchical structure that will enable you to work with senior partners and directly with clients • A diverse, inclusive, meritocratic culture

We offer:

• A work culture focused on innovation and creating lasting value for our clients and employees
• Ongoing learning opportunities to help you acquire new skills or deepen existing expertise
• A flat, non-hierarchical structure that will enable you to work with senior partners and directly with clients