Job Description

Role Purpose

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.  
 

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• Exp: 7-12years hands on application development, L3 and/or L2+ who is ready to pick up L3 part.
• Experience writing and debugging COBOL.
• Experience working on JCL, CICS, VSAM, and other mainframe tools.
• Experience working with IBM MQ
• Experience working on DB2 and SQL
• Experience working with SDLC on mainframe.
• Advance hands-on experience in troubleshooting Mainframe batch & online handling.
• Experience supporting clearing business.
• Good exposure using AI models in support function.
• Experience supporting CCP (Central Clearing Party) connectivity, clearing and client reporting.
• Problem-solving skills – successful specialists excel at resolving problems encountered by users, whether these require only quick fixes or major collaborative efforts across various departments.
• Technical expertise – specialists develop a deep understanding of the product they handle as well as the processes behind it.
• Customer service – specialists must communicate well with users, paying attention to their concerns and providing clear, regular updates for ongoing requests.
• Attention to detail – it is crucial for specialists to be mindful of details since their tasks include creating extensive documentation, tracking errors, and making changes to products
• Multitasking – specialists handle technical issues from multiple customers at the same time, along with other responsibilities such as drafting reports and participating in manufacturing or development
• Business Acumen – Understanding of Global markets, various financial products, financial statements, and reports to help them communicate well with operations, sales, and client representatives.
• Troubleshoot Issues: Specialists must act quickly to analyze the available data and find the root cause of the issues. They should be able to read and debug the source code to analyze the issues. They may then develop a solution and work with the product development team to review and apply the fix. They must also create useful tools to automate key processes.
• Assist Users: This role entails interacting with product users, Operations, Business, other engineering teams, etc., and solving the problems they face. These interactions can occur in various setups, including in-person meetings, phone calls, emails, and live messaging chats. In all these cases, it is vital to address concerns promptly and keep a helpful attitude.
• Knowledge/Experience in AWS Cloud (EC2/Lambda, Amazon CloudWatch, IAM, S3, RDS & DynamoDB/MongoDB) in to Support function (preferred)

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