Production Support Analyst I / Operations Analyst I

Production Support Analyst I / Operations Analyst I

L1 Production Support 

• 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

a. Handling first level support requests from the client IT service management application.

b. Reviewing the online tickets (Service Requests or Incident) in the client service management 

application 

c. Manages Operational Activities of the (“SOR”) Solution 

i. 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).

ii. Troubleshooting issues and support maintenance of application processes.

iii. Investigates known error conditions and follows prescribed error correction procedures. 

iv. Recognize abnormal processing conditions and determine appropriate actions required to resolve 

issues. 

v. Execute scheduled jobs as per the standard operating document. 

vi. Support installation of change request (customizations, configurations) of the application in the 

Client’s environment using Clients standard develop process.

vii. Logging incident tickets with the Application Support Centre (“ASC”).

viii. Follows escalation procedures within the Client or with the Level 2, as and when appropriate 

to report processing issues. 

ix. Supports generation of end of day reports and ensures the files are delivered to the Clients Secure 

File Transfer Application (‘SFTP”) 

x. Supports the Client in the creation of the Business Impact Assessment (“BIA”) document.

xi. Supports the Client in planning and creating the Business Continuity Program (“BCP”) and Disaster 

Recovery Programs (“DRP”) documents. 

xii. Participates in the Clients Disaster Recovery (“DR”) in line with the DRP document. 

xiii. Receive, investigate, and responds to Clients’ emails.

Production Support Technicians (Levels 1, 2, and 3)

Generic skills expected

SQL 

Banking domain 

Application EFRMS - Fraud Risk Managment system based on department and client

Operating systems

Server related metrics/monitoring/logs 

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

Responsibilities

Banking domain 

Application EFRMS - Fraud Risk Managment system based on department and client

Operating systems

Server related metrics/monitoring/logs 

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

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