Java Service Manager

Application support engineer for L2 support with 8 to 10 years of experience. Priori experience in working on Payments application is advantage. Candidate should demonstrate good knowledge on cards and authorization process.

Roles :

• Repetitive incident analysis
• SOP creation of incidents
• Provide support in execution of System Continuity Plan / Disaster Recovery (SCP/DR)
• Knowledge repository updates
• Batch based troubleshooting
• Real time system/messages troubleshooting
• Database/Service credentials management (validation only)
• Critical/high incident management and closure
• Continuous service improvements and recommendation for automation
• Application health check and validation on patching & upgrades - (CTASK)
• Monitoring tools - basic configuration support and validation of alerting
• Infra/ certs/ passwords rotation manual validations and/ or using smoke test
• Standard Change creation, implementation, validation
• Problem Management PIR-related tasks, monitoring (PTask)

Job description

• Technical and functional expertise to work as L2 application support tech lead
• Provide technical support for the tasks that are not resolved by Service Monitoring team and require knowledge of the technology and application
• Responsible for the quick restoration of the services through application-level analysis and troubleshooting involving configuration changes and workarounds
• Perform root cause analysis (RCA) of the incidents and escalate tickets to L2 Application Ownership team / L3 agile feature development teams which require code fixes
• Create SOPs for repeatable incidents and tasks and left shift to Service Monitoring team
• Special Working And Tactics (SWAT) team to drive RRT calls and handle communication
• Conduct RCA of repeatable incidents and create Pull Requests (PRs) for permanent code fixes by feature dev teams
• Update Service Catalogues/Knowledge Repository