A Production Support Technician in India troubleshoots and maintains live applications, focusing on system uptime, incident resolution, and user support, requiring skills in Linux/Unix, scripting (Python, Shell), databases (SQL), monitoring tools, ITIL, and often 24/7 shifts, collaborating with dev/ops teams to resolve issues from L1 to L2/L3 levels. Maintains operations support disaster recovery/business continuity plans for assigned processing environments. Coordinates and conducts disaster recovery testing as required, documents test results and documents modifications required for future testing. Typically supports production environments but may support only non-production environments

Key Responsibilities:

• Monitoring & Alerting: Proactively monitor application performance and system health using monitoring tools.
• Incident Management: Respond to and resolve production incidents (bugs, errors, performance issues) within SLAs.
• Troubleshooting: Diagnose and debug complex technical issues in live environments, performing root cause analysis (RCA).
• User Support: Provide technical assistance and ad-hoc training to end-users.
• Change Management: Support application deployments, releases, and configuration changes.
• Documentation: Create and maintain support documentation, runbooks, and RCA reports.
• Collaboration: Work with developers, system administrators, and other teams to fix issues and improve systems.
• Scripting/Automation: Develop scripts (Python, Shell) for automation and routine tasks.

Essential Skills & Qualifications:

• 8+ years in technical support, application support, or software development. Especially in Banking Domain.
• Operating Systems: Strong experience with Linux/Unix.
• Scripting: Proficiency in Python, Shell Scripting (Bash, Perl).
• Databases: Knowledge of SQL, experience with MySQL, Oracle.
• Tools: Familiarity with ticketing systems (Jira, ServiceNow), monitoring tools.
• Methodologies: Understanding of Agile/Scrum.

Soft Skills:

• Problem-solving, multi-tasking, working under pressure, strong communication, flexibility for 24/7 shifts.

Typical Requirements:

• Willingness to work in 24/7 shifts, including nights and weekends.
• Strong analytical and troubleshooting abilities.
• Ability to work independently and as part of a team.

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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