Job Title: Associate – Application Production Support

Department: Banking Platform APS, CIB Production

About Business line/Function: Banking Platform APS, Madrid Local IT

Position Purpose

Be a team member of production support team located across Spain and India to ensure 24 * 7 production support for the local European Applications.
Provide application production support for all business lines, especially Banking platform, Transversal Functions, 2S, ALMT etc.
Independently debug and propose resolution/work-around for complex production issues.
Ensure root cause analysis is performed where necessary and manage resulting action items to completion.
Coordinate across various teams to effectively manage production issues and maintenance activities.
Respond to user requests, incidents and follow up on problems in a timely manner.
Ensure issues are reported, tracked, followed up and escalated timely.
Resolve or coordinate the resolution of issues, through problem management process, with other internal teams and / or the vendor.




Coordinate and follow up with Application teams to ensure permanent fix is prioritized, planned and delivered, through the problem management process.
Communicate and provide status updates on issues to business users, management team and other stakeholders.
Contribute to preventive system monitoring and alerting, where appropriate.
Support change management process and application releases.
Support Disaster Recovery Test and Business Continuity activities.
Support IT Security activities e.g. health checks after security patches.
Support end-of-day and end-of-month batch runs.
Perform and coordinate regular maintenance activities.
Document operational procedures, contribute to knowledge base and cross-train other team members to build up functional and technical expertise for our applications.
Analyze and challenge existing support processes to achieve continuous improvement.

Responsibilities

Direct Responsibilities

Incidents resolution.
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