Native Production Support Engineer

Experienced mobile Production Support analyst within the Digital Banking Technology & Operations (DBT&O). The successful candidate will be responsible for daily Production Support functions for the suite of applications. He/She will work on and ensure that all incidents related to the supported applications are resolved in a timely manner. The resource will ensure the functioning of the production environment with the view to maintain stability and control.

Daily Responsibilities:

• Provide front-line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, and Production Governance related to issues
• Solve production down situations under tight SLA deadlines
• Root cause and problem resolution follow-up
• Debug and fix production issues by analyzing UI Kit, Swift UI, Java, Kotalin, Native React, Xamarin, JavaScript, Queries, etc.
• As a part of the L2 support team provide stand-by hrs. support on a rotational basis for a production system
• Look for efficiency improvement & productivity savings Drive & live by the culture of innovation resulting in a highly efficient team and improving operational efficiency
• Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, and server upgrades.
• Communicate with all lines of business and management the overall status and health of the application, contribute to automation, and causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues
• Interact with clients and demonstrate empathy to situations and challenges
• This is a great opportunity for someone with good project management skills and who can demonstrate flexibility
• Strong business acumen, communication, and presentation skills

Required Skills:

• 7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support)
• Software Development experience with developing iOS or Android mobile and Web user interface mobile applications
• Experience in handling various Production Support roles (technical - L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring/scheduling tools
• Experience troubleshooting, analysis, research, and resolution using advanced query, and programming skills, conduct root cause analysis and identify mitigations/risk
• Experience with Real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
• Ability to assess initial severity, gather impacts, create tickets (REMEDY), engage necessary
• Support teams, and escalate as necessary to ensure timely restoration
• Experience with on-call support for triaging problems, coordinating with various support teams across the organization, and carrying out activities related to the incident and problem management
• Ability to suggest, implement ideas for enhancing the customer experience and implement best practices for cost saving
• Flexible to work for extended hours and on weekends as needed to handle high-priority issues
• Must be willing and able to express new ideas, concerns, and opinions directly to the wider team in team meetings face-to-face and via remote-working tools
• Ability to deal with complex information, processes, and relationships to derive a simple solution
• Good ability to navigate ambiguity and quickly establish credibility
• Excellent spoken and written English complete with clear oral communication skills
• Experience in Change management and Incident management tools
• 5+ years' experience in Web Content Accessibility Guidelines (WCAG) 2.0, 2.1, or a combination of both

Desired Skills:

• Previous experience on the mobile application support team that provided front-line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, and Production Governance related to issues
• Exposure to the Banking and financial industry