All, 2-4 Years, 4-6 Years, 6-8 years, 8 Plus Years
Posted 4 weeks ago
Application Support Team Lead & Engineers (Finnone)
Experience in Understanding Technical and workflow/functionality of Finnone (CAS/LOS, LMS and Collections)
Problem Identification and resolution, Assisting L1 and L2 team in getting resolution
Investigate the issues reported by users and provide the solution for configuration related issues and data related issues.
Coordinate with Vendor and management for resolution & Following Vendor Escalation Matrix
Preventive maintenance a. Verify that all the troubleshooting steps are followed if any issues b. Verify that all the services are running on the Server c. Verify that all the scheduled jobs running on the Database Server are running d. Verify free disc space on the Application , MW and DB servers User Hand Holding (Process Level query handling)
System Administration a. Server Installation and configuration b. Client installation , Configuration c. Application patch deployment d. Setup/ Maintenance of environments e. Knowledge of Oracle Database & SQL Queries and troubleshooting at DB level, WebLogic and AIX f. Preventive maintenance from Problem management actions
Working on day to day incidents and requests following the Incident Management Process.
Managing and monitoring the health of various servers. It includes activities like checking the disk space, cleaning unwanted data from disks on the servers etc.
Managing permissions as per processes defined and Maintain accounts and configuration
To analyse and understand repetitive issues and provide permanent solution.
Ensuring all changes to applications are properly documented and that all applications documentation is kept up to date.
End to end Incident management including investigation and resolution; handover to Vendor for any code changes
Manage restoration of service
Advise workarounds for known issues
Deep problem management – reactive based on Incidents; proactive based on analysis; predictive based on tools and algorithms
Where root cause solution will not be available quickly, determine tactical actions to reduce the likelihood of the recurrence of an issue, its impact and ensure procedures are documented for how to deal with the problem including advice for end users
Release & Deployment Management including coordination with other teams for synchronized releases and with the release team
This also includes all scripts, run sheets, checklists and any other documents used to run/manage/resolve issues on the system
Runbook, check list and support documentation maintenance including knowledge base of known problems and workarounds/solutions
Address more complex ad-hoc end-user queries and report requests that can’t be handled by L1, L2 and in conjunction with other team
Provide support to non-application related problems such as data issues, data files, back-outs, restorations etc.
Root cause analysis including code investigation
Testing and Validation of configuration changes
Data & database governance, Data quality maintenance and DB performance monitoring and fine tuning
Data import/export , backup and restore, Archival and purging
Regression Testing to include UAT where there is no separate UAT team in place
BC/DR plan and testing, failover and rollback planning & testing
Participation in Audits and Compliance checks
Covering systems during one-off situations (such as annual peak volume, one time transaction increases)