Production L2/L3 Support (Banking)

Responsibilities

• Provided L1 support for 9+ core banking applications.
• Monitored incidents via ServiceNow and resolved tickets within SLA.
• Created and executed change requests and batch jobs using TWS Scheduler.
• Performed health checks on AIX server platforms and SQL Server 2008 environments.
• Conducted root cause analysis for recurring production issues.
• Coordinated with Business Analysts and Project Managers during incident bridge calls.
• Developed Standard Operating Procedures (SOPs) for incident and change management.
• Built knowledge base documentation for onboarding new team members.

Core Competencies

• Production & Application Support (L2/L3)
• Incident / Problem / Change Management
• Release & Deployment Coordination
• Payment Systems Support
• Batch Monitoring & Scheduling
• DR / BCP Execution
• Stakeholder & Vendor Coordination
• Automation & Monitoring Optimization

Technical Skills

Databases: Oracle, MySQL, SQL Server
Platforms: UNIX, Linux, Windows, AIX
Scripting: Shell Scripting
Middleware & Messaging: ActiveMQ, Kafka, MQ
Monitoring Tools: Splunk, Grafana, Kibana, Prometheus
Schedulers: TWS, Autosys, Control-M, Tivoli
Tools: JIRA, Confluence, ServiceNow, WinSCP, Putty
Others: Web Services, MongoDB, API Monitoring