Job Description: Production Support Engineer

Overview: We are looking for Production Support Engineer (Technical) for the STS group (XMH product) with strong technical acumen to work alongside with the Application Managers, Functional analyst and Development Leads to drive the production incidents reported by our banking and charitable clients. A Production Support Engineer plays a vital role in Organization's XMH product Application team as the candidate is expected to take ownership of resolving the issues reported with in the SLA agreed and ensure the clients BAU is not impacted. As a result, an individual working in this position is required to have production support knowledge and experience working with Payment products.

Responsibilities:

1. Monitor incoming tickets of L2 Bucket, assess appropriate priority by working with intended stakeholders and triage accordingly.
2. Strong Technical Knowledge of the applications landscape (Services, Logs locations, Rabbit MQ, Database etc)
3. Responsible for XMH PROD Setups (Static Configurations & Code deployments) & Health check & Sanity testing.
4. Responsible for maintaining XMH Incoming and outgoing Prod communications channels for all organizational entities and external clients (SFTP folders, IBM MQ, KAKFA, etc)
5. Proactively alert XMH L1 for any issues seen noticed on the application / infrastructure and expected to troubleshoot and triage communication on any issues on Prod / DR network, maintain SSL, Gateway setups etc.
6. Participate, guide, Triage, provide inputs / solution to Clients & XMH L1 (Sev-1 / Critical issue) on Incident management calls.
7. Assist & contribute to prepare the detailed issue analysis report to be submitted to XMH dev team which requires permanent solutions leading to the change in the source code.
8. Assist L1 if requested to finalize the RCA for the issue reported. This also includes assisting L1 with the database queries if anything to be executed for to support on client asks. Also expected to run independent Database Queries in Postgres SQL and Mongo DB for prod issue analysis.
9. Designing a workaround solution for more frequent repeated problems & handover to L1 for execution. Submit a request to XMH Dev for to get this issue fixed permanently (Only Code fix scenario).
10. Derive Production Release knowledge takeover for the oncoming prod Deployment from XMH Dev. XMH L2 to get involved during the UAT environment preparation phase.
11. Keeping the XMH Share point updated online with the solutions faced for the Problems handled by L2 - Knowledge management on production Incidents.
12. Identify opportunities for automation & prod support efficiencies & plan for implementation.
13. Preparation of the monthly report of the L2 tickets handled & Submit to Application Manager and Product owner for their reviews.
14. Participate in an on-call rotation with other team members.