Job Description
Production Support Analyst I / Operations Analyst I
L1 Production Support
- SQL querying skills
- Knowledge in Enterprise Fraud & Risk Management Solution
- Understanding of production support and ITIL concepts
- Awareness of banking and payments systems
- Good verbal and written communication skills
- Willingness to work in 247 support shifts
- Handling first level support requests from the client IT service management application.
- Reviewing the online tickets (Service Requests or Incident) in the client service management
application
- Manages Operational Activities of the (SOR) Solution
- Monitoring the application service node, process, batch jobs, files system, application log files,
process utilization, transaction queues, cron jobs, automated processes, transaction declines
(business or technical).
ii. Troubleshooting issues and support maintenance of application processes.
iii. Investigates known error conditions and follows prescribed error correction procedures.
iv. Recognize abnormal processing conditions and determine appropriate actions required to resolve
issues.
- Execute scheduled jobs as per the standard operating document.
vi. Support installation of change request (customizations, configurations) of the application in the
Client's environment using Clients standard develop process.
vii. Logging incident tickets with the Application Support Centre (ASC).
viii. Follows escalation procedures within the Client or with the Level 2, as and when appropriate
to report processing issues.
ix. Supports generation of end of day reports and ensures the files are delivered to the Clients Secure
File Transfer Application (SFTP)
- Supports the Client in the creation of the Business Impact Assessment (BIA) document.
xi. Supports the Client in planning and creating the Business Continuity Program (BCP) and Disaster
Recovery Programs (DRP) documents.
xii. Participates in the Clients Disaster Recovery (DR) in line with the DRP document.
xiii. Receive, investigate, and responds to Clients emails.
Production Support Technicians (Levels 1, 2, and 3)
Generic skills expected
SQL
Banking domain
Application EFRMS - Fraud Risk Managment system based on department and client
Operating systems
Server related metrics/monitoring/logs
Educational Qualifications: Candidates must hold a minimum of BE, BTech, MCA, MSc IT, or equivalent degree.
Experience Levels
L1 Minimum 2+ years of relevant experience
L2 Minimum 4+ years of relevant experience
L3 Minimum 6+ years of relevant experience
Responsibilities
Banking domain
Application EFRMS - Fraud Risk Managment system based on department and client
Operating systems
Server related metrics/monitoring/logs
Qualifications
Educational Qualifications: Candidates must hold a minimum of BE, BTech, MCA, MSc IT, or equivalent degree.
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
