L2 Production Support Engineer

HCLTech is looking for a highly talented and self- motivated L2 Production Support Engineer to join it in advancing the technological world through innovation and creativity.

Job Title: L2 Production Support Engineer

Req ID: 89860

Position Type: Full-time

Location: New York, NY (Onsite)

Role: L2 Production support Engineer

Standard Requirement: Strong proficiency in Oracle Database and Unix skill sets. This is a baseline necessity for the majority of our needs.

Alternative Profile: We are specifically looking for Appway expertise. If a candidate has a strong Appway background, we are willing to compromise on the depth of their Database and Unix skills

Key Responsibilities:

• Represent the Production Support organization on company-wide project teams.
• Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team.
• Prioritize workload, providing timely and accurate resolutions.
• Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs.
• Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
• Participate in knowledge transfer to ensure better grasp of the product and domain.
• Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments.
• Investigate & report on issues and potential risk events within designs and solutions.

Position Summary:

• Production support of large-scale web/database and thick-client applications in Contact Center domain
• Incident management and problem management responsibilities - Perform impact analysis and drive root remediation across application and infrastructure tiers by facilitating real-time and offline triages. Engage vendors as required.
• Work closely with other Line of Business and technology partners for Implementation, Infrastructure, L1, L2 and offshore support
• Capability and flexibility to work afterhours and weekends to support application upgrades and patching efforts.
• Flexibility to join triage bridge lines and work in critical production issues during off work hours.
• Provide technical oversight and execute on infrastructure upgrade activities.
• Lead as well as participate in Production Support Sustainability and Stability activities.
• Create well-written and understandable technical documentation.
• Provide status updates to onshore teams as part of shift turnover, as required.

Skills & Qualifications:

• Analytical thinker experienced in a range of problem-solving techniques & approaches.
• Team player who shares and collaborates, a keen listener and quick learner.
• Communicates clearly and influences using coherent, fact and benefit-based proposals.
• Enables experimentation and fast learning approaches to creating business solutions.
• Familiar in the use of solution design tools
• Track record in identifying and making improvements to the delivery process.
• Experienced in Service Management functions and tools.
• Understands key elements of security, risk & control.
• Good knowledge on technologies like Oracle, HTML, Java, Jira and Appway
• Well versed in ITSM Problem and Incident Management model
• Experience in reviewing and understanding the project documents viz BRD, FSD, Security Architecture diagram, Runbook using Visio, Lucid Charts and MS Office
• Experienced in managing application technical releases.
• Familiarity with Agile/Jira/Scrums is mandatory.
• Should be able to work as individual contributor as well as team player and co-ordinate with client stakeholders (client managers, SME, Architect, Business)
• Experienced in different phases of project execution like requirement gathering, analysis, design, unit testing, test support.
• Possess good experience in banking and financial domain.

Experience required : 5 years

Pay and Benefits

Pay Range Minimum: $95,000 Per year

Pay Range Maximum: $155,000 Per year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits:

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.