Consultant Specialist

Roles and Responsibilities:

• Provide full scope of day-to-day Production Support service for both Online and Offline jobs, including handling live incidents, incident recovery, and post-resolution problem management activities.
• Participate in crisis calls and provide periodic updates to business and stakeholders.
• Foster effective collaboration among various IT teams to facilitate quick investigation and resolution of incidents.
• Identify and implement automation opportunities within production support processes, create dashboards, and improve alerting and monitoring mechanisms for early detection of incidents.
• Conduct root cause analysis, incident recovery, investigations, and resolve functional queries.
• Work closely with Engineering and Product teams to implement technical improvements, performance tuning, cost-saving measures, process efficiencies, and resolve repeated incidents in production while meeting demanding SLAs.
• Participate in various change deployments, disaster recovery efforts, and related post-implementation verifications, including pre-activity engagement.
• Contribute productively to the team's objectives, ensuring application support availability and meeting shared goals.
• Provide technical guidance to junior staff and upskill the team to reduce response time and improve efficiency in incident resolution.

Experience Requirements:

• 6-8 years experienced IT professional with a background in supporting iSeries-based applications.
• Extensive knowledge of Core Banking applications, including Online and Offline jobs and interfaces such as MQ, C:D, sFTP, IWS API, CLLE/RPGLE, DB2400, and SQL.
• Strong analytical skills to identify and resolve problems while maintaining service performance and output quality.
• Excellent hands-on troubleshooting skills, with the ability to develop quick emergency fixes when necessary.
• Solid understanding of production support processes and a good working knowledge of Incident/Change/Problem/Service Management processes.
• Strong communication and presentation skills to effectively engage with both technical and non-technical stakeholders.
• Ability to collaborate with teams across multiple regions and manage crises effectively.
• Experience with monitoring tools, basic knowledge of Agile methodologies (scrum), and tools like JIRA, RTC, and ServiceNow. Certification in Agile methodologies is a plus.
• Basic knowledge of Python and exposure to cloud technologies such as AWS, GCP, or Azure.
• Strong team spirit, with a willingness to take ownership, work in shifts, support weekend activities, and provide assistance, guidance, and knowledge sharing to the team and juniors.