Production Support Analyst

Responsibilities:

Provide end-to-end support for customer-facing banking applications, transaction-processing services, and the underlying technology infrastructure in a 24x7, SLA-driven environment.

Banking Application and Customer Issue Support

• Investigate customer-reported Login, Online banking, mobile apps , payment failures, delays, reversals, reconciliation exceptions, login and authentication issues, and failed, pending, duplicate, rejected, or delayed transactions.
• Support incidents affecting core banking, retail and wholesale banking, cash management, customer information, credit cards, debit cards, card processing, Global Market and Enterprise and account-related services.
• Assess customer and business impact, provide timely updates.

Transaction Investigation and Production Support

• Perform end-to-end transaction tracing across applications, databases, APIs, interfaces, middleware, operating systems, networks, storage, AS/400, mainframe, and downstream services.
• Analyze application and system logs, SQL data, batch records, error messages, monitoring alerts, and file-transfer results to isolate the point of failure.
• Identify whether an issue originates from an application, database, scheduler, operating system, network, storage platform, middleware, external interface, or third-party service.
• Support Start-of-Day and End-of-Day processing, post production releases health checks, post application deployments health checks, assist teams with service restoration, and Disaster Recovery exercises.

Infrastructure Maintenance and Engineering

• Perform or coordinate network troubleshooting, OS patching and upgrades.
• Safely stop and restart application, middleware, database, batch, and related services during maintenance; complete pre-checks, post-change validation, health checks, and business handover.

Monitoring, Batch Operations, and Automation

• Monitor systems, transactions, batch jobs, interfaces, scheduled tasks, and file transfers using Splunk, Geneos, Control-M, SQL Monitor, and other enterprise tools.
• Create and maintain dashboards, alerts, operational views, and actionable monitoring for application and infrastructure services.
• Develop automation using UNIX/Linux shell scripting, SQL, or equivalent technologies to improve reliability and reduce manual effort.

Service Operations and ITIL Management

• Apply Incident, Problem, and Change Management practices; participate in major incident recovery and restore services within agreed SLA and KPI targets.
• Conduct root-cause analysis and post-incident reviews, track corrective and preventive actions, and coordinate permanent remediation for recurring issues.
• Prepare change records, risk and impact assessments, implementation steps, validation procedures and production-readiness evidence.
• Support Service Request Management, operational acceptance, SLA reporting, and service-availability reporting.

Stakeholder, Documentation, and Compliance

• Coordinate with business users, customer service, banking operations, application, database, infrastructure, network, storage, cybersecurity, command-centre, and vendor teams.
• Provide clear management updates during service disruptions and maintain incident reports, SOPs, runbooks, recovery procedures, implementation plans, and knowledge articles.
• Ensure production activities comply with banking technology-risk, information-security, regulatory, audit, access-control, and change-governance requirements.

Requirements:

Education:

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

• At least 1-9 years of relevant production support or infrastructure operations experience, preferably within banking or financial services.

• Experience supporting business-critical services in a 24x7 environment with formal SLA, incident, problem, and change controls.

Essential:

• Strong troubleshooting skills across applications, Linux/UNIX or Windows, SQL databases, APIs, middleware, networks, storage, and batch-processing environments.

• Hands-on experience with log analysis, SQL investigation, transaction tracing, service recovery, production deployment, and Start-of-Day or End-of-Day operations.

• Working knowledge of Splunk, Geneos, Control-M, SQL Monitor, or comparable enterprise monitoring and scheduling platforms.

• Ability to create automation using AS400, shell scripting, SQL, Mainframe or equivalent technologies.

• Practical knowledge of ITIL Incident, Problem, Change and Service Request Management processes.

• Clear written and verbal communication, including management updates, technical documentation, runbooks, root-cause reports, and stakeholder coordination.

• Willingness to work in 24x7 shift, weekend shifts