Systems Analyst_Service Management
- SAP
- 0 - 5 years
- Noida, Gurugram
- 4 months ago
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Job Description
Job DescriptionYour Impact: We are seeking a highly skilled and experienced Application Production Support Lead to oversee and manage the production support for our customer applications
This role requires hands-on experience, leadership abilities, and expertise in application-level debugging, incident handling, and issue resolution
The ideal candidate will handle a range of issues from P1 (Critical) to P3 (Low Priority) and manage multiple issues simultaneously in a fast-paced, support environment
Provide 24x7 support for customer applications, ensuring high availability and performance
Monitor application performance and system health, using appropriate tools and techniques
Handle production incidents, including troubleshooting, root cause analysis (RCA), and resolution
Act as the primary point of contact for all production support issues related to customer applications
Prioritize and manage incidents based on severity (P1-P3) and business impact
Coordinate with development teams for issue resolution and deploy fixes as required
Conduct detailed application-level debugging to identify and resolve issues
Analyze logs, trace files, and other diagnostic data to pinpoint problem areas
Implement and test fixes and patches in a timely manner
Perform in-depth root cause analysis for recurring issues and complex problems
Document findings and implement preventive measures to avoid future occurrences
Share RCA reports with relevant stakeholders and ensure learnings are incorporated into the application lifecycle
Handle escalations from junior team members and ensure timely resolution
Communicate effectively with stakeholders during high-impact incidents
Maintain detailed documentation of escalations, including actions taken and outcomes
Lead and mentor a team of production support engineers, providing guidance and support
Conduct regular training sessions and knowledge sharing to upskill team members
Ensure adherence to best practices and support processes
Identify and implement process improvements to enhance support efficiency and effectiveness
Develop and maintain support documentation, including incident reports, standard operating procedures, and knowledge base articles
Communicate clearly and effectively with stakeholders, including technical teams, management, and business users
Provide regular status updates and post-incident reviews
Participate in on-call rotations as required
Ensure compliance with ITIL and other relevant standards and frameworks
Qualifications
Your Skills & Experience: Bachelors degree in Computer Science, Engineering, or a related field
6-9
5 years of hands-on experience in application production support
Proven experience in application-level debugging and incident management
Strong background in handling P1-P3 issues and managing multiple issues simultaneously
Trade Surveillance Prod Support Capital Markets domain experience is a must and Surveillance domain is good to have
Role aim is to respond to support requests, by email, chat, or call
Communicate with end users to obtain support details
Use ServiceNow to create, maintain and close incidents, problems
Understanding and follow service management and change management processes
Understand how to use and deploy using Jenkins
Perform updates to process documents in response to support incidents
Engage external teams, and external vendors to resolve technology and business issues
Generate queries using SQL and No-SQL to help resolve incidents
Understand basic networking, internet protocols and encryption
Exposure to Java or Python
KX exposure and time series database exposure
Ability to provide status reports / and share information in standup, Additional Information
A Tip from the Hiring Manager: Join the team to sharpen your skills and expand your collaborative methods
Make an impact on our clients and their businesses directly through your work Additional Information Gender Neutral Policy 18 paid holidays throughout the year Generous parental leave and new parent transition program Flexible work arrangements Employee Assistance Programs to help you in wellness and well being
Company Description
Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers
We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity
United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clientsbusinesses through designing the products and services their customers truly value,
Job Classification
Industry: Management ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: Publicis SapientLocation(s): Noida, Gurugram+ View Contact
Keyskills: python software development java teamwork software development methodologies debugging troubleshooting javascript communication skills
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Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in a world that is increasingly digital. We operate through our expert SPEED capabilities: Strategy and Consulting, Product, Experience, Engineeri...
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