Foundational->Maintenance and Production Support process->Support Process - Steady state, Foundational->Service Management->ITIL->Engagement Lifecycle processes - Transition, Technology->Data Management - Data Integration->Informatica->Informatica - Informatica Power Center, Technology->sas->sas-> Suite
Production Support & Operations
- Provide L2/L3 production support for Informatica and SAS Suite (including BDM and PC) to ensure high availability and performance.
- Monitor batch schedules, workflows, integrations, and data pipelines; proactively identify failures and performance bottlenecks.
- Troubleshoot incidents, perform impact analysis, and restore services within agreed SLAs using ITIL-aligned practices.
- Execute operational tasks such as job restarts, reruns, validations, and controlled deployments as per runbooks. ITIL Process Adherence
- Manage incidents, service requests, and escalations with clear communication, ownership, and timely updates to stakeholders.
- Perform root cause analysis (RCA) and contribute to problem management by implementing preventive fixes and documenting learnings.
- Support change management by participating in release activities, risk assessments, and post-change verification. Documentation & Collaboration
- Maintain and enhance support documentation, SOPs, and knowledge articles for recurring issues and operational procedures.
- Collaborate with development, QA, data engineering, and infrastructure teams to improve stability, observability, and support readiness. Minimum Qualifications:
- Bachelor's or Master's degree in Engineering/Computer Applications/Science (BTech, BCA, BSc, MCA, MSc, MTech) or equivalent.
- 3–5 years of experience in production support for enterprise applications and/or data platforms.
- Hands-on experience supporting Informatica in production environments.
- Working knowledge of SAS Suite operations and support (including job monitoring and issue triage).
- Practical understanding of ITIL processes (Incident, Problem, Change, and Service Request management).
- Strong troubleshooting skills, clear communication, and ability to work effectively in a hybrid setup.
- Experience supporting SAS Suite components such as BDM and PC in production, including operational readiness and stability improvements.
- Proven ability to drive RCA to closure and implement preventive measures that reduce repeat incidents.
- Experience improving monitoring/alerting, defining runbooks, and optimizing support workflows for faster resolution.
- Exposure to release coordination and production validation activities within an ITIL change framework.
- Strong stakeholder management skills with the ability to communicate technical issues to non-technical audiences. Good to have skills: SQL, Unix/Linux, Shell Scripting, Scheduling Tools (Autosys/Control-M), Monitoring & Alerting (Splunk/Grafana)
