Encora is a global Software and Digital Engineering company that helps business overcome the Software Engineering Talent shortage and provides next-gen services and such as Predictive Analysis, Artificial Intelligence & Machine Learning, IoT, Cloud, and Test Automation. We count with 16 global offices and 25 innovation labs.

    Our Software Engineering experts work with leading-edge technology companies to improve their speed to impact.

    L2 Production Support Job Description Summary

     • Level 2 Production support for Credit Origination group applications (total 8)

    • Manage day to day issues including daily health checks of applications and processes, working closely with various stakeholders (Users, Development team, Vendor, Infrastructure team, Operation team and Incident and Management team, etc) to prioritize and resolve reported production incidents

    • Act as the focal point for critical/high impact incident resolution for application systems that are in production

    • Manage and support high-availability 24/7 production systems with an on call option during non-office hours with team member’s rotation on weekly basis. Require to be in onsite depends on issue criticality.

    • Ensure end of day batch process is getting completed successfully for multiple applications across country on every day.

    • Correlate events across multiple systems to narrow down potential root causes of problems. 

    • Own production operational issues by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue

    • Ability to direct multiple resources on cross functional teams to troubleshoot and resolve complex systems issues

    • Investigate production issues and provide workaround to user to move business forward. And engage analysis to L3/Vendor team for further investigation 

    • Manage and respond to users on timely manner for reported production issues/clarification

    • Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives • Perform Disaster Recovery (DR) exercise for multiple applications across all country on every year

    • Generate one time report as per user request/audit request 

    • Run problem governance call with business user , Dev and Vendor to prioritize problem tickets and ensure to review before problem ticket get resolved

    • Ensure to bring-up all service after system maintenance / OS patching / DB patching activity

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