Production Support Analyst

Mastech Digital, Inc. Pittsburgh , PA 15201

Posted 2 months ago

Location: Pittsburgh, PA Job Code: 240559 Posted: Sep 15, 2021 Description:

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Production Support Analyst for our client in the Banking domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Permanent position and the client is looking for someone to start immediately.

Duration: Full-time

Location: Pittsburgh, PA

Role: Production Support Analyst

Primary Skills:Product Management

Role Description: The Production Support Analyst must have at least 5+ years of experience. For this role, you must have -

  • Experience working in an End-to-End application framework interfacing with multiple applications.

  • Understand MQ and SOAP Web Services communication with interfacing systems.

  • Work on UNIX platform to perform issue triages, create scripts for automation.

  • Participate and support application upgrades / patches, infrastructure maintenance validation

  • Identify and propose process improvements and application monitoring enhancements.

  • Support disaster recovery and business resiliency testing / validation.

  • Assist clients in Audit reviews and to produce Audit related reports.

  • Support Risk management and application deployment processes (vulnerabilities, patches)

  • Monitor production jobs, environments using monitoring tools.


As a Production Support Analyst

  • Must have experience working in production environment dealing with highly critical applications and reacting to issues quickly and in a timely manner

  • Must have experience in application maintenance - monitoring and restarting applications, preferably hosted on WebSphere

  • Must have good problem-solving skills and ability to perform root cause analysis, perform recovery actions and summarize the issue and to clients and leadership

  • Proactively monitor the application, incidents, emails and Skype for any reported issues and handle in a timely manner within the SLA

  • Work on data requests received via Demands from Line of Business or external teams

  • Quickly understand and follow regular MIS procedures to perform application support

  • Create and execute SQL/Unix scripts as part of issue handling and daily EOD procedures

  • Write optimized queries to create reports for audit, operations or internal monitoring.

Level 3 Application Support:

  • On-call Rotation on weekly basis to perform day to day activities

  • Receiving and Acknowledging tickets with SLA

  • Incident priority assessment, triaging and resolution within resolution SLA's

  • Application monitoring and preventive maintenance

  • Health Checks and Status reporting on Daily basis

Incident and Problem Management:

  • Analyze, troubleshoot and resolve complex production issues

  • Work with vendor teams in creating defects and providing traces, issue recreation steps

  • Coordinate with multiple teams in ensuring incidents are triaged and resolved accurately

  • Ensure Incidents are acknowledged and resolved within SLA

Production Enhancements:

  • Write SQL queries, procedures or programs to create reports and automate reconciliation.

  • Document procedures and propose improvement processes to better stabilize application support.

  • Work with development teams to help prioritize defects and support production deployment

Required skillset:

  • Minimum 5+ years of development/support experience working on Java applications.

  • Extensive analytical work experience supporting applications using Java, Unix and SQL.

  • Proficient in handling production incidents by understanding severity/priority.

  • Good to have experience using Web services, MQ, NDM and XML message format.

  • UNIX (Basic skills to perform triages, create scripts for automation etc.)

  • Must be proactive and willing to learn vendor product and payments domain concepts.

  • Must have excellent interpersonal and communication skills to work with Clients.

  • Proficient in troubleshooting issues from traces, analytical skills and root cause analysis

  • Coordinate efficiently with onshore/offshore teams to provide a 24x7 seamless support.

  • Able to perform Java application deploys using deploy tools (Maven, Jenkins)

  • Banking Payments Domain knowledge is a plus

Required Qualifications:

  • 5 years of experience as a Production Support Analyst working on applications using Java, SQL and Unix.

  • Experienced in multi-tasking and handling high pressure situations and delivering results.

  • Understands End to end application flows and is able to handle critical issues by working with other teams.

  • Must have excellent interpersonal skills, and willing to learn and contribute in other areas of project.

Skill Set:

  • 5 years of Production Support experience
  • Advanced
  • 4 years of Oracle SQL experience
  • Advanced
  • 4 years of UNIX experience
  • Advanced
  • 3 years of Java/J2EE experience
  • Intermediate
  • 3 years of MQ experience
  • Intermediate
  • 3 years of Monitoring Tools
  • Dynatrace, TrueSight experience

  • Intermediate

  • 2 years of Deploy Tools
  • Jenkins, Maven, uDeploy experience

  • Intermediate

Education: Bachelor's degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent

Experience: Minimum 5+ years

Relocation: This position will not cover relocation expenses

Travel: No

Local Preferred: Yes

Note: Must be able to work on a W2 basis

Recruiter Name: Atul Rai

Recruiter Phone: 732-800-8549

Equal Employment Opportunity

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Production Support Analyst

Mastech Digital, Inc.