GBS - DB - Clicks Core System MY (L2 Production Support Lead)

L2 Production Support Lead is responsible for managing 2nd level production support team on the day-to-day maintenance of application system. His task includes leading, guiding and providing direction to production support team on problem analysis, troubleshooting application issues and issues resolution.

Critical Systems under scope - Clicks, OCTO, 8i FICO

• Lead, manage and coordinate Production Support team on planned activities based on assigned shifts. Subjected to change as and when assigned by Head of Production Support.
• Non peak days
  • Normal Shift: 8:45am to 5:45pm
  • Afternoon Shift: 2:00pm to 11:00pm
• Peak days (7 days in a month are designated peak days)
  • Normal Shift: 8:00am to 6:00pm
  • Afternoon Shift: 2:00pm to 11:00pm
• Meet critical application availability targets,identify and drive opportunities for service improvement.
• Manage high severity incidents with customer impact with focus of recovering services.
• Manage incident trends with focus to close the loop on problems/incidents.
• Manage activities to ensure availability of applications meets SLAs.
• Manage business volumes against IT resources allocated to ensure adequate capacity.
• Manage patch management strategy, manage certificate and encryption key renewals.
• Drive improvements to processes and design enhancements to automation to continuously improve the production environment.
• Drive root cause analysis to prevent recurrence of problem incidents.
• Manage direct reports, ensuring correct performance metrics are set and regular interventions are in place to achieve quality outcomes
• Complete other task to be assigned by Head of Production Support.
• Comply with all company policies and procedures.
• On-call standby support 24x7.

Qualifications

(Basic Degree/Diploma etc.)

• Bachelor's Degree or equivalent experience required

• 5+ years of overall experience in professional software engineering
• At least 4+ years of hands-on experience as production support engineer

Competencies/Skills

(Essential to succeed in this job)

• Knowledge of best practices and IT operations in an always-up, always-available service (e.g ITIL)
• Strong critical thinker with problem solving aptitude.
• Hands-on experience in Unix/Linux systems and SQL.
• Good interpersonal and communication skills at all levels.
• Strong verbal, written & presentation skills.
• Good knowledge in the following:
  • Application platform - IBM Websphere
  • Containerization platform - Kubernetes, Dockers
  • Database - DB2, MySQL, Oracle
  • Monitoring tools - DynaTrace or other monitoring tools.