Production Support Engineer

Role:

We are seeking Production Support Engineers to be deployed at customer premises for a leading Credit Card Management Product. The engineers will provide L1 & L2 production and application support, ensuring seamless operations for the bank’s card management system. The role demands a blend of technical expertise, problem-solving skills, and strong communication abilities, as engineers will interact directly with bank users, IT teams, and internal product teams.

Key Responsibilities:

• L1 & L2 Support:
  • Monitor and support production applications for smooth day-to-day operations.
  • Act as the first point of contact for issues raised by the bank’s business and IT teams.
  • Troubleshoot and resolve application and database-related issues within agreed SLAs.
  • Escalate critical issues to L3/Product teams when required.
• Incident & Problem Management:
  • Log, track, and resolve incidents raised through tickets or service desk.
  • Perform root cause analysis for recurring issues and suggest permanent fixes.
• Regulatory & Business Reporting:
  • Prepare and deliver daily/periodic reports required by regulatory bodies and the bank’s internal compliance team.
  • Automate or streamline reporting processes where possible.
• Customer Interaction & Communication:
  • Coordinate with bank IT and operations teams for issue resolution.
  • Provide timely updates on incident status and preventive actions.
  • Document knowledge base, FAQs, and standard operating procedures for repeated issues.
• Work Schedule:
  • Provide extended support during billing cycles, EOD processes, month-end, and regulatory reporting timelines, even beyond standard bank working days.

Required Skills & Qualifications:

Experience: 2-5 Years

Technical Skills

• Strong knowledge of Oracle Database (SQL, PL/SQL, performance tuning, stored procedures, triggers).
• Experience with Pro*C applications and batch process monitoring/troubleshooting.
• Exposure to Java & JDBC front-end support.
• Basic understanding of Unix/Linux OS commands and shell scripting (for log checks, job monitoring).
• Familiarity with ITIL processes (Incident, Problem, Change Management).
• Knowledge of report preparation (SQL-based, Excel, regulatory compliance formats).

Soft Skills:

• Excellent verbal and written communication skills (must interact with customer stakeholders).
• Strong problem-solving, analytical, and troubleshooting skills.
• Ability to work under pressure during critical banking operations (billing, settlement, EOD).
• Good team player with customer-first mindset.
• Strong documentation and reporting skills.