Support Analyst

Position Purpose:

The role is responsible for day‑to‑day production support of applications built on SQL, Unix, and Oracle. The incumbent ensures system availability, resolves incidents, and performs root‑cause analysis. This position works in a virtual, global team, coordinating with development, infrastructure, and business stakeholders to maintain stable and reliable services.

Responsibilities

Direct Responsibilities

• Must work as level2 support for Corporate Credits application.

• Responsible for resolving support issues by using technical expertise and flexible enough to look for solutions that may be out of the box.

• Liaise with ITIP/Infrastructure teams to ensure proper system configurations and hardware performance efficiencies

• Provide support in shifts(24x7), on call support for weekday/weekend support & special support for ISPL holidays (on need basis)

• Implement & follow APS processes for Production Incidents, Service Requests, Problem Management, and Change Requests.

• Contribute towards ensuring DR readiness of all production applications

• Contribute towards resolving Hardware, Software & Application related security vulnerabilities

Contributing Responsibilities

• Analyze/document problems, recommend solutions, and initiate corrective actions.

• Coach and mentor fellow team members, share skills and expertise as required.

• Responsible for STG/PROD deployment and validation.

• Manage housekeeping, upgrades, installation, backup/restore & adherence to DR plans to ensure smooth functioning of existing systems

Technical & Behavioral Competencies

• hands on knowledge on SQL, UNIX/Linux

• Knowledge of DevOps (Kubernetes and terraform) is required

• Working experience with job‑scheduling and automation tools – Autosys or similar.

• Proficiency in monitoring and application‑performance tools – Dynatrace or comparable.

• Scripting/Programming skills (Shell, Python) to develop automation and utility scripts.

• Strong analytical and root‑cause investigation skills; able to diagnose complex production issues quickly.

• Proven ability to work effectively in a virtual, globally distributed team, coordinating across time zones and cultures.

• Proactive mindset – identifies improvement opportunities, drives automation, and follows up on preventive actions.

• Excellent written and verbal communication; can translate technical details into clear business‑friendly language for stakeholders at all levels.

Specific Qualifications:

• Minimum 6 years of hands‑on experience in application production support, and Unix/Linux environments.

• Prior experience supporting critical applications in a financial services or banking environment is required.

• Working knowledge of ITIL/ITSM processes (Incident, Problem, Change, Release Management).

Skills Referential (Required knowledge, skills and abilities)

Technical Skills:

• Unix/Linux
• SQL
• DevOps (Kubernetes, terraform, Jenkins, git, ansible)
• Scripting (shell or python)
• Autosys

Behavioral Skills:

• Ability to collaborate/Teamwork
• Communication Skill – oral & written
• Ability to deliver / Results driven
• Client focused

Education Level: Bachelor's degree or equivalent

Location: Chennai