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L2 Production Support Analyst/Nashville, TN 8 mth+ contract
Ref No.: 18-00495
Location: Nashville, Tennessee
Position Type:Contract
 Location: Nashville, TN
Duration:8+ Months
 
US  Citizen or GC or GC EAD or TN Only
NO H1s or OPTs EAD
 
 
Role Responsibilities  -
  • Being part of 24x7, leading  L2 production support team for banking applications 
  • Incident Resolution, Request Resolution, Problem Analysis and Resolution, Release Deployment 
  • Batch Management (Monitoring and Coordination with up-stream down-stream in case any issues) 
  • Technical Documentation on Knowledge Management Documentation and filling Daily health check reports. 
  • Self learning and developing knowledge in domain and new applications. 
  • Work with multi regional team and maintain proper handover from the regional team members
  • Coordination with the regional leaders from customer side, escalating the issues to respective touch points, provide updates and coordinate to get the issues resolved, 
  • Ensure Handover / takeover from/to Shift on pending issues and ensure effective resolution 
  • Participating in the Infrastructure activities from L2 perspective, stopping/starting applications in support before and after infrastructure activities followed by appropriate checkouts. 
  • Working as team lead, ensuring the timely acknowledgement/resolution/reporting/escalations in the shift. 
  • Preparing Support metrics/dashboard report and regular support activities reporting 
  • Appropriate delegation/coordination of activities in the team/shift and esnure timely completion of tasks. 
  • Coming up with ideas on service Improvement for effective service delivery and ensure high level of customer satisfaction.
 
Requirements  - 6-10 Years of experience in Application Development/Support with at least 2 years in L2 Production Support for investment banking domain
  • Broad Technical Knowledge (command line and scripting in UNIX environment) 
  • Good DBMS concepts and SQL writing experience
  • ITIL processes knowledge:  ---------Incident Management  ---------Request Management  ---------Problem Management  ---------Release and Deployment Management 
  • Excellent communication skills and user handling skills 
  • Open for Night Shift and on call Support as required 
  • Knowledge of ticketing tools like Remedy/SNOW and scheduler tools, Autosys/Cron etc
Preferences
  • Attitude and respect for high quality standards 
  • Strong relationship builder 
  • Strong problem solving skills 
  • ITIL Foundation Certification 
  • Good reporting skills on SLA/Regular tracking reports 
  • Good knowledge in investment banking domain/applications. 
  • Experience of working as a team lead in Investment Bank managing the support activities, ensuring the timely acknowledgement/resolution/reporting/escalations in the shift.