Voice & Imaging Support Engineer, Gips

Job ObjectivesSpecialized group of L2 Application support engineers are responsible to support application wellness in production, investigate production issue raised, 2nd level troubleshooting and investigations. These engineers will specialize in the scope of Trading, Risk and Voice application supportKey ResponsibilitiesWork within the Bank System support team to provide proactive, timely, effective and efficient support to the applicationSupporting during business hours and 24x7 on-call supportProvide Level 2 support on user query/requirement and production issue raised - Event / Incident and problem management Investigate production issues, respond based on production defect severity SLAsManage and respond to users on timely manner.Log incident ticket for production issues and user queriesFollow up on defect and incident closure and meet incident closure KPIMake sure system availability as per respective agreed SLAEnsure daily end of day execution for supported applications complete successfully Perform annual Disaster Recovery (DR) exercise for supported applicationsProvide support to System Engineers on server level patches / upgrade as and when applicableEnsure application incident & task documentation is properly updated for each production releaseEnthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using java snippets or Unix shell or DB scripts etcBe proactive to identify any potential risk in production environment and flag that to development team or usersKey Requirements5-7 years of hands on application support experience in the banking industry Independent, proactive and self-starter with excellent interpersonal and communication skills.Strong analytical and good problem-solving skills.Ability to work in a fast-paced and team-oriented environment.Experienced or willing to work on 24x7 on-call support roasterGeneral Technical Skill:Experience in working with some of these technical platforms or programming languages - SQL, MS Windows, Unix/Linux, Oracle, Microsoft IIS, MS SQL Server, Oracle, Java, Control-M and ScriptingTechnical Skills:Knowledge Avaya Unified Communication systems application support Good to have :-. Good understanding of ITIL 4 methodology