Production Support Analyst

Category: Software Development/ Engineering
Main location: United States, Pennsylvania, Pittsburgh
Position ID: J0821-0823
Employment Type: Full Time
jobimage

Position Description:

In this role, you will be working on a complex payment processing application that will provide an opportunity to expand your technical and domain skills in the payments domain. The role offers a challenging environment with an exposure to work directly with client on various aspects of payments processing that involves interacting with multiple teams, utilizing multiple technologies and supporting an application which provides a high visibility to your contributions. The job offers opportunities to work on analysing complex system issues, working with vendors and witnessing real payment processing in a banking domain. The role requires strong interpersonal skills, high competency, and ability to quickly adapt and contribute to a continually changing application.

Your future duties and responsibilities:

• Experience working in an End to End application framework interfacing with multiple applications.
• Understand MQ and SOAP Web Services communication with interfacing systems.
• Work on UNIX platform to perform issue triages, create scripts for automation.
• Participate and support application upgrades / patches, infrastructure maintenance validation
• Identify and propose process improvements and application monitoring enhancements.
• Support disaster recovery and business resiliency testing / validation.
• Assist clients in Audit reviews and to produce Audit related reports.
• Support Risk management and application deployment processes (vulnerabilities, patches)
• Monitor production jobs, environments using monitoring tools.

Required qualifications to be successful in this role:

• As a Production Support Analyst
o Must have experience working in production environment dealing with highly critical applications and reacting to issues quickly and in a timely manner
o Must have experience in application maintenance - monitoring and restarting applications, preferably hosted on WebSphere
o Must have good problem solving skills and ability to perform root cause analysis, perform recovery actions and summarize the issue and to clients and leadership
o Proactively monitor the application, incidents, emails and Skype for any reported issues and handle in a timely manner within the SLA
o Work on data requests received via Demands from Line of Business or external teams
o Quickly understand and follow regular MIS procedures to perform application support
o Create and execute SQL/Unix scripts as part of issue handling and daily EOD procedures
o Write optimized queries to create reports for audit, operations or internal monitoring.

• Level 3 application support
o On-call Rotation on weekly basis to perform day to day activities
o Receiving and Acknowledging tickets with SLA
o Incident priority assessment, triaging and resolution within resolution SLA’s
o Application monitoring and preventive maintenance
o Health Checks and Status reporting on Daily basis

• Incident and problem management
o Analyze, troubleshoot and resolve complex production issues
o Work with vendor teams in creating defects and providing traces, issue recreation steps
o Coordinate with multiple teams in ensuring incidents are triaged and resolved accurately
o Ensure Incidents are acknowledged and resolved within SLA

Production Enhancements:
• Write SQL queries, procedures or programs to create reports and automate reconciliation.
• Document procedures and propose improvement processes to better stabilize application support.
• Work with development teams to help prioritize defects and support production deployment

The project team is in need of Production Support Analyst with below skillset.
• Minimum 5+ years of development/support experience working on Java applications.
• Extensive analytical work experience supporting applications using Java, Unix and SQL.
• Proficient in handling production incidents by understanding severity/priority.
• Good to have experience using Web services, MQ, NDM and XML message format.
• UNIX (Basic skills to perform triages, create scripts for automation etc.)
• Must be proactive and willing to learn vendor product and payments domain concepts.
• Must have excellent interpersonal and communication skills to work with Clients.
• Proficient in troubleshooting issues from traces, analytical skills and root cause analysis
• Coordinate efficiently with onshore/offshore teams to provide a 24x7 seamless support.
• Able to perform Java application deploys using deploy tools (Maven, Jenkins)
• Banking Payments Domain knowledge is a plus

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE

- 5 years of experience as a Production Support Analyst working on applications using Java, SQL and Unix.
- Experienced in multi-tasking and handling high pressure situations and delivering results.
- Understands End to end application flows and is able to handle critical issues by working with other teams.
- Must have excellent interpersonal skills, and willing to learn and contribute in other areas of project.

Skill Set Years of Experience Proficiency Level

Production Support
5
Advanced

Oracle SQL
4
Advanced

UNIX
4
Advanced

Java/J2EE
3
Intermediate

MQ
3
Intermediate

Monitoring Tools – Dynatrace, TrueSight
3
Intermediate

Deploy Tools – Jenkins, Maven, uDeploy
2
Intermediate
·
Minimum Education Required: Bachelors Degree

Skills:

  • Production Control&Management
  • Oracle
  • Unix
  • Java

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here to access our U.S. Equal Employment Opportunity and Anti-Harassment Policy.

Applicants have rights under Federal Employment Laws:

  1. EPPA
  2. FMLA
  3. Consolidated EEO Is The Law
  4. Pay Transparency Statement Policy

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.