Company | Mastercard |
Job Role | Product Support Engineer |
Salary | 6 LPA |
Experience | 0-2 yr |
Location | Pune |
Qualifications | Bachelor’s Degree |
Passed out | 2023/22/21/20/19/18/17 |
Check the below link for applying.
Job Description:
Mastercard is hiring candidates for the post of Production Support Engineer.
Job Responsibilities:
- Perform L1 Application Support services on a 24x7x365 basis. Email Based Alert Monitoring – Initial response & triage of alerts using SOP
- Validation of CRQ’s using Alerts or Dashboards
- Application Performance and Monitoring using Dashboards
- Problem Ticket creations & follow-ups for Alerts reductions
- Alerts/Volumetric reporting (Bi-weekly, Monthly)
- Participation in TRT/Bridge calls for Critical alert resolution
- Soft Skills & Situation Management over the phone call
- Contribution in Knowledge Management – create/update new or existing SOP
- Assign incidents generated by monitoring tools to corresponding application and support teams using SOPs.
- Escalate and engage Incident Requests and Change Requests to respective application teams using escalation matrix.
- Communicate and correlate any events triggered during a change window to corresponding application teams to ensure application availability.
- Regularly perform data analysis to determine Customer’s program performance and identify areas of improvement
- Increase quality of work through streamlining of processes, reducing alert counts, innovating wherever/whenever possible, and through various other continuous improvement opportunities.
- The approved service management tool(s) (e.g., Remedy) will serve all specific incidents, changes and service requests.
- Person should be ready to work in Shifts.
Eligibility Criteria:
- Bachelor’s Degree or equivalent work experience.
- Basic understanding of UNIX scripting
- Experience on batch scheduling & Monitoring
- Basic understanding of SQL/Oracle or any other relational database.
Preferred skill:
- Basic understanding of UNIX scripting
- Experience on batch scheduling & Monitoring
- Basic understanding of SQL/Oracle or any other relational database
- Knowledge on tool monitoring (Splunk, Dynatrace & Omnibus)
- Effective problem and troubleshooting skills
- Knowledge of ITSM best practices
- Effective written and verbal communication skills
- Effective interpersonal skills.
Secondary skills (Good to have) – - Knowledge of Mainframe skills – JCL, OPC/CA7 (Job Scheduler)
- Alert Tools – Xmatters , Nagios , Azure Monitor , IPMON, Zabbix
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