Support Executive

bTranz Software Solutions is an ERP and Mobile Application Development company, which  offers a wide range of services across Oracle ERP, VAT and Cloud Services along with Mobile  Application Development. With its presence in multiple countries, it offers its services across the globe with most of their  customers reside in UAE and EAST African Countries. It’s a company professionally managed by team of highly experienced technocrats having over a  decade of experience. Our innovative, qualified and experienced team brings together  knowledge, experience and processes which enables us to deliver a solution which is the best value proposition for our customers.  For more information please logon to https://www.btranz.com  

Job Description:

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Any Computer Science graduate:

- 2+ years in Software Production support (preferably in OFSAA product or similar products) – in Banking domain projects.

- Expertise in Oracle database, SQL, PL/SQL, UNIX/Linux shell scripting, WebLogic, WebSphere, or Tomcat server configuration.

- Expertise in Query fine-tuning to ensure optimized execution and worked served as the First point of escalation for application-related incidents

Ideal Candidate:

- Preferably worked in Banking Support Projects in L1/L2 capacity.

- Hands-on experience in writing Oracle queries, possess problem solving skills.  

- Aspire to learn new tools as per the project needs.

- Maintain accurate and up-to-date documentation for known issues, troubleshooting steps, and knowledge base articles.

 

Responsibilities:

- Serve as the First  point of escalation for application-related incidents, providing detailed analysis and permanent solutions.

- Provide system access through MS Teams, Zoom or any collaborative tools to offshore based resources

- Run / Monitor /Debug Periodic Batches

- Perform Root Cause Analysis (RCA) and implement corrective and preventive measures.

- Analyze application logs, backend services, and infrastructure metrics to troubleshoot issues effectively.

- Collaborate with L1/L2 /L3 support teams, developers, QA, and DevOps to resolve technical problems.

- Participate in ITIL-based processes such as Incident Management, Problem Management, and Change Management.

- Contribute to the planning and verification of deployments, ensuring rollback and recovery procedures are defined and evaluated.

- Maintain accurate and up-to-date documentation for known issues, troubleshooting steps, and knowledge base articles.

- Support audits and compliance checks related to application stability, access, and change control.

- Participate in an on-call rotation to provide after-hours support as needed.

 

Females are preferred for this role.