Production Support Engineer Mastercard
Responsibilities of the Candidate: Perform L1 Application Support services on a 24x7x365 basis Email Based Alert Monitoring - Initial response & triage of alerts using SOP Validation of CRQ’s using Alerts or Dashboards Application Performance and Monitoring using Dashboards Problem Ticket creations & follow-ups for Alerts reductions Alerts/Volumetric reporting (Bi-weekly, Monthly) Participation in TRT/Bridge calls for Critical alert resolution Soft Skills & Situation Management over the phone call Contribution in Knowledge Management - create/update new or existing SOP Assign incidents generated by monitoring tools to corresponding application and support teams using SOPs. Escalate and engage Incident Requests and Change Requests to respective application teams using escalation matrix Requirements: Bachelor’s Degree or equivalent work experience. Basic understanding of UNIX scripting Experience on batch scheduling & Monitoring Basic understanding of SQL/Oracle or ...