Job Description

Reference # : 21-01273Title : Production Support/Maintenance-Expert
Location : Tampa, FL
Position Type : Contract
Experience Level : Start Date / End Date : 09/27/2021 / 03/26/2022
Our client, a leading global financial services company, has approximately 200 million customer accounts and does business in more than 140 countries. They provide consumers, corporations, governments and institutions with financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.


Technology Skillset :
Oracle DB

app/prod support role

- Ensure that any Sev1/Sev2 outages are clearly communicated to senior management via the support template in non-technical language
- Act on automated alerts for threshold breaches that are notified to L2 queue to ensure action is taken swiftly
- Representation of customer issues on triage meetings
- Perform resolutions where feasible and perform Root Cause Analysis (RCAs), post-mortems before transferring the issues/incident to L3
- Analyze and identify manual tasks that can be automated
- Analysis and follow-ups of systemic or long-running issues/processes
- Liaison and manage relationships with other teams including L3, Technology partners/STEs and datacenter
- Continuity of Business testing(COB) coordination and execution of the test plans
- Define additional monitoring or other alerts in order to notify of problems, incidents, or SLA breaches
- Periodic reviews and updates on Production Assurance documentation (e.g. run book, knowledge database)
- Perform regular/periodic threshold reviews to ensure the infrastructure is not nearing maximum capacity restraints for space, memory, cpu etc..
- Perform sanity technology/functional(if applicable) checkouts after releases, maintenance or upgrades


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