Lead Software Engineer (Production Support)

United States Digital Space LLC; Karnataka; On-site; INR 500,000 - 900,000; Full time

Job summary

United States Digital Space LLC in India (Karnataka) seeks an experienced LOAN IQ application support professional to monitor, triage incidents, and ensure SLA/OLA compliance in a fast-paced environment. The role requires strong ITIL knowledge and Unix/Linux skills, with emphasis on incident, problem, and change management.

You will collaborate with development and support teams to resolve issues efficiently.

Qualifications

• ITIL knowledge and Windows/Linux/Unix environment familiarity
• Strong scripting or programming skills required
• Ability to interpret and work with Oracle SQL/PLSQL queries

Responsibilities

• Perform daily monitoring and reporting as per SLA/OLA
• Investigate elevated incidents and coordinate with relevant teams
• Maintain data quality in tickets and ensure proper status updates
• Coordinate with stakeholders for post-mortems and remediation actions
• Contribute to knowledge base updates and training materials
• Participate in governance meetings and change management activities
• Ensure production support practices are followed and drive continuous improvement

Skills

ITIL

Linux

Shell scripting

Oracle SQL/PLSQL

Scripting/programming

Tools

Unix

Middleware

RDBMS

Job description

Responsibilities

Job Description:

• Performing daily monitoring, reporting and being part of shift roaster in accordance with SLA/OLA and procedures


• Perform basic monitoring tasks.


• Perform initial high level investigation and elevate to relevant team.


• Ensure timely and accurate status reporting as per defined procedures.


• Good understanding of SLA/OLA to identify task priorities Incident, Request, Problem management as per defined guidelines


• Track all efforts accurately against all impulse entries.


• Ensure right data quality of Symptom/ Root Cause/ Severity/ Priority of all tickets.


• Regular update of status and comments on tickets.


• Ensure responsible team is correctly assigned in agreement with stakeholders. Follow up and define Post Mortems and Remediation actions to improve production


• Follow up with the relevant teams to ensure PM is published.


• Act on all remediation actions assigned as per timelines defined. Maintain good collaboration with internal and external partners


• Awareness of all stake holders for the feature/application.


• Participate in governance meetings/ interactions with stakeholders to understand the concerns and share updates. Change management and smooth transition of services


• Aware of upcoming changes and related impacts.


• Consult with right contacts on the impacts. Ensure Knowledge base and training material are up to date (Jive, known error database etc.) and contribute towards knowledge sharing


• Make sure the documents are relevant and up-to-date


• Ensure the documents are simple & can be clearly understandable


• Keep track of the changes made into the documents are well maintained & circulated with all team members Anticipate and propose action plans for continuous improvement on production to gain efficiency, stability, etc.


• Identify improvement areas on production processes.


• Identify automation used cases. Contribute to sustain and improve production support practices


• Adhere defined production support practices


• Participate in Production Leagues Trainings/Sessions Preparedness to be part of autonomous feature teams


• Develop knowledge on Agile model and CD practices.


• Align to feature teams wherever applicable.


• Be part of agile ceremonies. ITIL process knowledge


• Knowledge on ITIL processes on Request fulfilment, Incident management, Problem Management & Change/Release Management Technical skills in any RDBMS, UNIX, Middle ware etc.


• Good Knowledge & Understanding on any operating systems (Unix/Linux/Windows)


• Able to interpret any scripting language (Ex: Unix Shell Scripting)


• Awareness of any middleware technologies


• Awareness of Java Errors & Exceptions


• Good knowledge on any RDBMS technologies & able to interpret PL/SQL scripting


• Basic Knowledge on Design and Implement CI/CD pipelines

Skill Summary:

• ITIL process,Linux, Shell scripting, Oracle (sql/plsql)


• Strong Knowledge of Scripting/programming is mandatory.

Profile required

• 4+ years of experience in LOAN IQ application Support


• Monitoring and measuring system experience and KPIs


• Partner with development teams to improve services through rigorous testing and release procedures

Why join us

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Business insight

At the company, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.

Diversity and Inclusion

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents , regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.