Application Production Support Analyst

Job Description:

Digital Banking Application Production Support Engineer

The Digital Banking Application Production Support Engineer is responsible for first level ownership of production issues across Digital Banking applications. This role serves as the initial point of technical analysis for alerts, incidents, and service degradations, with a strong focus on rapid troubleshooting, decisive action, and clear escalation.

The role supports Java based applications running on cloud and virtualized platforms including OpenShift Container Platform, Google Cloud Platform, Pivotal Cloud Foundry, and VM based environments. The individual is expected to handle a high volume of alerts, analyze system behavior using monitoring and observability tools, and take appropriate corrective actions to restore service stability.

A key responsibility of this role is DNS traffic management. The engineer will design, prepare, and execute DNS traffic routing game plans, perform DNS changes, and manage incidents related to traffic routing and load balancing. Strong hands-on expertise in DNS technologies and network troubleshooting is critical for success in this role.

The role involves extended service hours and on call participation as part of production operations.

Role Responsibilities

Primary responsibilities include

• Act as first level technical owner for production alerts, incidents, and service degradation
• Analyze a high volume of alerts and events, correlate signals, and determine appropriate response actions
• Perform initial troubleshooting across application, middleware, DNS, network, database, and infrastructure layers
• Provide production support for Java based applications deployed on OCP, GCP, PCF, and VM platforms
• Leverage monitoring and observability tools to identify performance, availability, and capacity issues
• Actively use Splunk for log analysis, alert validation, and root cause identification
• Use AppDynamics and Dynatrace to analyze application behavior, transaction flows, and dependency health
• Configure and maintain monitoring dashboards, alerts, and thresholds based on application requirements
• Design DNS traffic routing game plans to support production stability, failover, maintenance, and resiliency events
• Execute DNS changes and traffic routing updates using platforms such as F5, AVI, or equivalent technologies
• Own troubleshooting and resolution of incidents related to DNS, load balancing, and network traffic routing
• Collaborate closely with network, infrastructure, database, and engineering teams for complex issue resolution
• Escalate issues effectively with clear technical context and analysis when deeper investigation is required
• Participate in incident reviews and contribute technical findings to root cause analysis
• Create and maintain operational documentation, runbooks, and DNS routing procedures
• Identify opportunities to improve alert quality, monitoring effectiveness, and first level response accuracy

How Success is Measured

• Timely and accurate analysis of production alerts and incidents
• Effectiveness of first level troubleshooting and reduction in unnecessary escalations
• Stability and availability of Digital Banking applications
• Successful execution of DNS traffic routing changes with minimal customer impact
• Improved signal to noise ratio through better monitoring and alert configuration
• Contribution to reduction of repeat incidents and operational risk

Key Skills and Experience

• Strong 10+ experience in first level application production support within large scale or Digital Banking environments
• Hands-on troubleshooting experience with Java based applications
• Strong working knowledge of cloud and platform environments including OCP, GCP, PCF, and VM based setups
• Very strong knowledge of DNS concepts, traffic routing, and load balancing strategies
• Hands-on experience with DNS and load balancing tools such as F5, AVI, or similar platforms
• Solid understanding of network fundamentals with the ability to troubleshoot routing and connectivity issues
• Good understanding of middleware technologies including application servers, web servers, and messaging platforms
• Working knowledge of database concepts and the ability to analyze production issues in collaboration with DB teams
• Strong hands-on experience using Splunk for log analysis and alert driven troubleshooting
• Practical experience with AppDynamics and Dynatrace for application and performance monitoring
• Ability to work in a fast-paced, alert driven production environment with on-call responsibilities
• Strong communication skills and ability to collaborate across technical teams