Production Support Engineer

Encora is a global Software and Digital Engineering company that helps business overcome the Software Engineering Talent shortage and provides next-gen services and such as Predictive Analysis, Artificial Intelligence & Machine Learning, IoT, Cloud, and Test Automation. We count with 16 global offices and 25 innovation labs.

Our Software Engineering experts work with leading-edge technology companies to improve their speed to impact.

Responsibilities

• Investigate production issues, respond based on production defect severity SLAs
• Manage and respond to users on timely manner.
• Log incident ticket for production issues and user queries
• Follow up on defect and incident closure and meet incident closure KPI
• Make sure system availability as per respective agreed SLA
• Ensure daily start of day(SOD) and end of day(EOD) execution for supported applications complete successfully
• Provide support for annual Disaster Recovery (DR) exercise for supported applications
• Provide support to System Engineers on server level patches / upgrade as and when applicable
• Knowledge with 3rd party monitoring tools like Control-M, Geneos, Splunk, SQL Monitor
• Knowledge with Market Data, and Geneos monitoring setup and dashboard configuration
• Ensure application incident & task documentation is properly updated for each production release
• Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
• Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe or unix shell or DB scripts etc
• Strong skills in AS400, Linux/Unix Shell scripting, MS SQL, Oracle, BMC Control-M Scheduler

Requirements

• Prior hand-on production support experience of OPEN Systems/AS4000
• Good support knowledge in either one of the retail or wholesale payment or customer information systems
• Willing to work in onsite shift-support model [24*7]
• Hands-on experience in writing AS400 and SQL queries and parsing logs for issue investigation
• Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation
• Strong written, oral communication skills and able to manage user
• Ability to easily adopt to any technology / environment
• 2 or more years’ production support experience in bank or financial vendors across multiple technologies / platform
• Be able to work in fast pace and high-pressure working environment

Willingness to work across platforms – UNIX / open, AS/400 and mainframe

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Diversity at Encora

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eNPS

Encora's Employee Net Promoter Score (eNPS) is 81, as rated by 477 employees. This means 84% of Encora employees would encourage their friends to become coworkers today.

What do you like best about the leadership team?

“Everyone here is so helpful and cooperative. Work culture is among the best. High standard work ethics.”

What do you like best about the leadership team?

“Strong leadership team setting high standards and creating opportunities for lot of learning and growth in the industry”

What do you like best about the leadership team?

“It all starts from how the leaders behave to their subordinates and how it trickles down from there. I have nothing but positive things to say about them. The positivity that they bring emanates a calm and successful work culture. Couldn't ask for more.”

What is the best part about your compensation package?

“Insurance policy, trainings, flexible schedule”

What do you like best about the leadership team?

“Knowledge improvements to the team”

Briefly describe your overall experience at your company

“I have had good professional and personal growth. I am a better person after this job.”

Innovation Acceleration
Headquarters - Scottsdale, AZ 85260

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