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 Respo

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