lentra Looking for System Analyst – Product Support at Pune, Maharashtra

Job Type

Permanent

Department

Services Delivery

Location

Pune

About the Role:

Lentra.AI is seeking talented opportunists for the production support of our customers in the BFSI domain and has the potential to learn different technologies to ensure uptime of the applications we service to our customers. Expected to have leadership to take along the team and train them on the job.

Responsibilities:

1. Production setup up-time as per Service Level Agreement.
2. Solving customer incidents in the given time with the help of different teams.
3. Primary debugging of the issues and solving the same with the help of the knowledge base; if not found in KB, then identify the area and support requirement for solving the issue.
4. Monitoring of the system to proactively identify issues.
5. Supporting the batch and maintenance jobs scheduled at given frequencies.
6. Supporting service requests from customers like giving reports, logs, etc.
7. Escalation and updates to higher management about issues and impacts.
8. On-job training on different technologies to uplift the support standards and service level targets.
9. Innovation in the processes and activities being carried out day-to-day.
10. Automation, process improvements, and self-service points identification raised with the L3 team for implementation in production.
11. Periodic reviews with customers on all open issues, SLA tracking, and demonstrating value addition.
12. Severity 1 issues handling with proper escalations and higher management updates.

Preferred Qualifications:

Engineering graduate specialized in computers; a master's degree is preferable.

Experience:

5+ years of experience in production support, preferably in the Banking/Financial (BFSI) domain.

Worked on different O/S with some high-level knowledge used for problem-solving.

Good knowledge of databases in terms of code tuning, debugging issues, backups/recovery, DR, and BCP operations knowledge.

Experience working in shifts and on-call support.

Experience handling pressure in production Severity 1 issues.