[Hiring] Production Support Analyst I / Operations Analyst I @Zensar

Role Description

• SQL querying skills
• Knowledge in Enterprise Fraud & Risk Management Solution
• Understanding of production support and ITIL concepts
• Awareness of banking and payments systems
• Good verbal and written communication skills
• Willingness to work in 24×7 support shifts
• Handling first level support requests from the client IT service management application.
• Reviewing the online tickets (Service Requests or Incident) in the client service management application.
• Manages Operational Activities of the (“SOR”) Solution:
  • Monitoring the application service node, process, batch jobs, files system, application log files, process utilization, transaction queues, cron jobs, automated processes, transaction declines (business or technical).
  • Troubleshooting issues and support maintenance of application processes.
  • Investigates known error conditions and follows prescribed error correction procedures.
  • Recognize abnormal processing conditions and determine appropriate actions required to resolve issues.
  • Execute scheduled jobs as per the standard operating document.
  • Support installation of change request (customizations, configurations) of the application in the Client’s environment using Clients standard develop process.
  • Logging incident tickets with the Application Support Centre (“ASC”).
  • Follows escalation procedures within the Client or with the Level 2, as and when appropriate to report processing issues.
  • Supports generation of end of day reports and ensures the files are delivered to the Clients Secure File Transfer Application (‘SFTP”).
  • Supports the Client in the creation of the Business Impact Assessment (“BIA”) document.
  • Supports the Client in planning and creating the Business Continuity Program (“BCP”) and Disaster Recovery Programs (“DRP”) documents.
  • Participates in the Clients Disaster Recovery (“DR”) in line with the DRP document.
  • Receive, investigate, and responds to Clients’ emails.

Qualifications

• Educational Qualifications: Candidates must hold a minimum of BE, BTech, MCA, MSc IT, or equivalent degree.
• Experience Levels:
  • L1 – Minimum 2+ years of relevant experience
  • L2 – Minimum 4+ years of relevant experience
  • L3 – Minimum 6+ years of relevant experience

Requirements

• Generic skills expected:
  • SQL
  • Banking domain
  • Application EFRMS - Fraud Risk Management system based on department and client
  • Operating systems
  • Server related metrics/monitoring/logs

Benefits

• Equal employment opportunity (EEO) and affirmative action employer.
• Commitment to creating an inclusive workplace.