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Job description
We are seeking an experienced L2 Application Production Support Engineer with a strong IT background in handling production environments. The ideal candidate will have extensive experience in Unix/Linux, Oracle SQL, and ITIL-based service management. The candidate must also have a thorough understanding of banking domain practices and a willingness to work in a fast-paced 24x7 support module. This role demands strong analytical, communication, and coordination skills to ensure high availability and reliability of critical applications.
Key Responsibilities
Level 2 Application Support
Provide L2 production support for critical applications, ensuring timely and effective resolution of issues.
Handle 24x7 support operations and resolve technical issues in alignment with SLAs.
Monitor application performance, handle incidents, and perform root cause analysis for production issues.
Incident Management
Quick and effective troubleshooting of incidents in the production environment.
Manage escalations and Major Incident Management (MIM) processes, ensuring clear communication and coordination during critical outages.
Coordinate with Infrastructure (IT) teams and development partners for issue resolution.
Monitoring & Maintenance
Use monitoring tools like ITRS to keep track of application health and performance.
Handle Autosys jobs and escalate appropriately if any job fails.
Perform debugging using Unix scripting and Oracle SQL queries.
Change & Release Management
Assist with deployments and changes using tools like uDeploy and ServiceNow.
Follow ITIL practices for Incident, Change, and Problem Management.
Manage and maintain documentation for standard operating procedures and knowledge base.
User Communication
Provide clear, timely, and proactive communication to stakeholders regarding incident status, impacts, and resolutions.
Prepare and send user communication for planned/unplanned outages.
Collaboration
Work closely with cross-functional teams, including infrastructure teams, developers, and business stakeholders, to resolve issues and plan releases.
Required Skills and Qualifications
Technical Expertise
Proficiency in Unix/Linux and shell scripting for troubleshooting and support.
Strong Oracle SQL skills, including writing queries to support data analysis, and debugging issues.
Familiarity with Oracle stored procedures, functions, views, and cursors is a plus.
Experience with Autosys for job scheduling and monitoring.
Tools & Technology
Experience with monitoring tools like ITRS and job scheduling using Autosys.
Hands-on experience with incident management tools like ServiceNow.
Familiarity with uDeploy or similar deployment tools.
Domain Knowledge
Solid understanding of banking processes, particularly in the Institutional Customer Group (ICG) domain.
Exposure to managing critical banking applications in production environments.
Soft Skills
Strong coordination and interpersonal skills to work with various teams, both technical and non-technical.
Excellent communication skills, both verbal and written, for clear and concise issue reporting.
Ability to perform well under pressure in a fast-paced, high-stakes environment.
Quick thinking and a proactive approach to escalation and problem-solving.
Desired Skills (Good to Have)
Knowledge of Oracle stored procedures, functions, views, and cursors for advanced troubleshooting.
Any RPA Tools hands on or understanding.
Experience working in the banking or financial services industry.
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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