Job
Description
Roles and Responsibilities
Production Support Analyst
Incedo is a US-based consulting, data science and technology services firm with over 2,500 people helping clients from our six offices across US and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, financial services, product engineering and life science & healthcare industries.
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teams. Incedo University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities are also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests.
Role Description: Production Support Analyst
This role is an exciting opportunity for a high energy, enterprising individual to join a high caliber team in shaping and scaling the Operations Services. An opportunity also to work with well-known clients where we have existing relationships.
Role and responsibilities
- Work on Incedos payment related solution that supports electronic transactions between Business to Business (B2B) and Business to Consumer(B2C).
- Provide 24*7 production support (level 2) of the applications within the defined SLAs.
- Analyze new business requirements and understand it in order to provide operations support.
- Coordinating with client teams, infrastructure team, vendor teams in resolving the issues or working on the requests.
- Work on SQL queries to work on the issues and requests of the application.
- Work on file format and transformations like CSV, EDI Transactions Sets (820,824 and 997), ISO XML, NACHA. Using Connect Direct to analyze payment files logs and assess the root cause of the file failure.
- Onboarding a client in test and production environment and assist in client testing.
- Implement stored procedure to automate daily operational processes or reports.
- Monitoring the infrastructure of the applications. Supporting infra team during DR drills, and audits.
- Prepare periodic reports and matrices, example: SLAs, Production issue tracker.
- Support client testing in UAT of new releases of B2B and B2C solutions
- Capable of handling User BAU tasks as well as Priority tickets and providing RCA.
- Should be comfortable for 24*7 shift.
- Must have ITIL Knowledge.
Technical skills requirements
The candidate must demonstrate proficiency in,
- Good Understanding Database concepts and different versions of MS SQL.
- Technical understanding – should know SQL queries
- LINUX /Ubuntu hands-on experience
- Monitoring tools prior experience(SNOW, Remedy , JIRA ,ES etc)
- Cloud environment awareness (AWS/Azure etc.)-preferred
- Basic understanding on Dbases/Firewall/N/w etc.
- Should have good understanding of applications and database connectivity.
- Understand the concepts of Active Directory and basic authentication
- Understand the concepts of Hypervisor and VMware.
- Working knowledge of ITIL processes like Incident / Change / Problem Management
Nice-to-have skills
- Should have knowledge of monitoring tools
- Experience of Payments domain
- Experience of production support
- Payment file formats - EDI 820, 835, 824, 997, NACHA, XML pain 001, pain 002, Csv, and understand their specifications
- Cloud certification is add-on.
- LINUX /Ubuntu hands-on experience
- Monitoring tools prior experience(SNOW, Remedy , JIRA ,ES etc)
- Cloud environment awareness (AWS/Azure etc.)-preferred
- Basic understanding on Dbases/Firewall/N/w etc.
- Should have good understanding of applications and database connectivity.
- Understand the concepts of Active Directory and basic authentication
- Understand the concepts of Hypervisor and VMware.
- Working knowledge of ITIL processes like Incident / Change / Problem Management
Qualification
- Any graduate from renowned university
We are an Equal Opportunity Employer
We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Desired Candidate Profile
Perks and Benefits
Shift and Transport Allowance will be provided by the Company