L1 Production Support Engineer

Role Summary
The L1 Production Support Engineer for VisionPLUS 10 (Flex) at the client is responsible for monitoring, triaging, and resolving first-level issues across VisionPLUS 10 modules. This includes batch job monitoring, incident handling, and coordination with L2/L3 teams for escalations.

Key Responsibilities

• Monitor application and batch job alerts related to VisionPLUS 10 (Flex).
• Perform daily health checks and validations across modules like CMS, FAS, TRAMS, ITS, etc.
• Handle initial triage of incidents and user tickets.
• Provide quick fixes and workarounds for known issues.
• Maintain SOP documentation and knowledge base for recurring issues.
• Escalate unresolved or complex problems to L2/L3 teams.
• Coordinate with development, infrastructure, and vendor teams.
• Support monthly release deployments and patching activities.
• Prepare RCA and incident reports.
• Serve as the first point of contact for VisionPLUS 10 -related incidents and service requests.
Assist with routine tasks such as password resets, account unlocks, and basic configuration changes.

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Required Skills & Experience

• 2 to 5 years relevant experience in L1 support roles, preferably in banking or card systems.
• Basic understanding of VisionPLUS 10 (Flex) architecture and core modules.Exposure to JCL, COBOL, VSAM, CICS is a must.
• Exposure to Microfocus environment (Flex) is a must – Basic Linux commands, WinSCp, Putty, DMC, Scheduler for Open Technologies
• Familiarity with SQL/DB2 and log analysis
• Strong communication and customer service orientation.
• Experience with ITSM tools (e.g., ServiceNow, Remedy)
• Knowledge of ITIL practices preferred.
  The role is part of a broader support structure involving 24x7 coverage for over 50 applications.

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