Job Title: Production Support

Position: Permanent

Experience: 2 years to 5 years

Shift: Rotating Shifts 24*7*365. 5 days working and roster with planned leaves and shifts agreed every 3 months

Location: Mumbai

Employment Type: Full Time

Education Qualification: Any Graduate having knowledge

Position Description:

The Production Support and Implementation Engineer will be responsible for providing end-to-end application support and implementation services for the CGIs product across client environments.

Responsibilities:

Key Responsibilities

- Log, track, update, and manage Jira tickets throughout their lifecycle, ensuring timely follow-up and closure.
- Provide production support including client coordination, issue analysis, troubleshooting, resolution, and regular communication through email and support channels.
- Perform initial analysis of production issues and coordinate with the L3/Product Development team when deeper technical investigation or product-level fixes are required.
- Coordinate with internal teams and client stakeholders during production incidents, implementations, and planned activities.
- Perform implementation of product patches, Change Requests (CRs), enhancements, and fixes in UAT and other applicable environments.
- Perform System Integration Testing (SIT) after implementation and validate application functionality before handing over the build for UAT.
- Facilitate and support client UAT, including issue analysis, defect coordination,



retesting, and closure of observations.
- Plan, coordinate, and execute production Go-Live activities in collaboration with the bank/client and internal CGI teams.
- Perform post-implementation validation and provide support during stabilization after production deployment.
- Prepare and maintain periodic support reports, MIS, ticket status reports, implementation trackers, and other client-specific reporting requirements.
- Maintain appropriate documentation for incidents, implementations, configurations, deployment activities, and resolutions.
- Contributes to the Known Error Database using which repetitive issues resolved quickly.
- Ensure activities are performed in accordance with defined support processes, implementation procedures, SLAs, and change-management requirements.
- Maintain proactive communication with the client and internal stakeholders regarding progress, risks, dependencies, delays, and resolution status.
- Take complete end-to-end ownership and accountability for assigned production support, implementation, and deployment activities until successful closure.

Must-Have Skills:

- Excellent communication - Oral and written - English, Oral - Hindi.
- Good - Debugging and Problem Solving Skills.
- Basic knowledge of Oracle.

Positive-to-Have Skills

- MQ and IIS knowledge will be added advantage.
- Knowledge of NEFT, RTGS, NACH will be added benefit

📌 Production Support and Implementation (Mumbai)
🏢 CGI
📍 Mumbai