Accion Labs is a global technology services firm with offering a full range of product life-cycle services in the emerging technology segment. This includes Web 2.0, Open Source, SaaS/Cloud, Mobility, IT Operations Management/ITSM, Big Data and traditional BI/DW.

Through nine global offices and a rapid-response delivery model, Accion offers a range of engagement models such as turn-key projects, extended-teams, shared-IP development, offshore-leveraged engagements and professional staffing (contract, contract-to-hire & direct perm).

Accion Labs is privately-held, venture-funded and has a hands-on management team that believes in execution and outcome.

Role:- IT Production Support Engineer

Job Description

· The IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround. Closely follow-up and monitor issue from investigation, fix availability and testing, to production release. Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces

Responsibilities:

· Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward

· Manage and respond to users on timely manner.

· Log incident ticket for production issues and user queries

· Provide necessary information needed for further investigation to next level support (L2) to proceed with fix

· Ensure L2 teams identify root cause with impact analysis before delivering production defect fixes

· Prioritize defects and plan for production release based on defect criticality or align with quarterly release

· Follow up on defect and incident closure and meet incident closure KPI

· Share production defect support learning with QA team and development team to improve application quality and minimize future defects

· Make sure system availability as per respective agreed SLA

· Ensure daily end of day execution for supported applications complete successfully

· Perform annual Disaster Recovery (DR) exercise for supported applications

· Provide support to System Engineers on server level patches / upgrade as and when applicable

· Ensure proper knowledge transfer (KT) from project / development team before enhancement release

· Ensure application documentation is properly updated for each production release

Requirements

· Strong troubleshooting and problem solving skills

· Strong business knowledge and ability to pick up application knowledge quickly. Prior banking knowledge around Credit Origination will be an advantage.

· Strong written, oral communication skills and able to manage user / vendor / customer

· Strong IT skill(JAVA , J2EE technology & DB)

· 4 or more years’ production support experience.

All your information will be kept confidential according to EEO guidelines.