Production Support Analyst

Smart Ims; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Smart Ims in Mumbai is seeking a Production Support Analyst to provide daily support for India Equities Front office and Backoffice trading applications in a fast-paced environment. You will troubleshoot Unix/Linux based systems, write SQL queries, and collaborate with traders and tech teams.

The role emphasizes incident management per ITIL, runbooks creation, deployment support, and proactive health monitoring using Geneos, Dynatrace, and Splunk.

Qualifications

• Hands on Unix/Linux and Shell scripting for troubleshooting and automation.
• Oracle/SQL databases: query writing and troubleshooting.
• Monitoring tools: Geneos, Dynatrace and Splunk.
• Understanding of Trade life cycle and equities domain in India (NSE/BSE).
• ITIL-based Incident, Problem and Change Management.

Responsibilities

• Monitor system health and application health checks using ITRS Geneos, Dynatrace.
• Incident management, investigation, troubleshooting, escalation and resolution.
• Handle system/applications alerts, job failures and user queries.
• Develop and maintain Runbooks and SOPs; improve knowledge sharing.
• Support deployment activities, release validations and rollback strategies.

Skills

Unix/Linux

Oracle/SQL

Geneos

Dynatrace

Splunk

Equities domain

ITIL

Analytical thinking

Communication

Weekend support

FIX protocol

ServiceNow

JIRA

Python scripting

Job description

About the role:

Production Support Analyst

Daily support of India Equities Front office and Backoffice Trading production applications with strong expertise in Unix/Linux environment. Experience in Databases like Oracle, SQL and Shell scripting. Candidate will work in fast paced trading environment and working directly with traders, business users and tech teams.

Primary Skill:

1. Hands on experience with Unix/Linux systems and Shell scripting for troubleshooting and automation
2. Experience in Oracle/SQL databases (query writing and troubleshooting)
3. Experience in monitoring tools like ITRS Geneos/Dynatrace and Splunk
4. Understanding of Trade life cycle and exposure to Equities domain and in markets like India (supporting order flow for NSE and BSE exchange)
5. Experience with ITIL Framework for Incidents, Problem and Change Management
6. Strong analytical and problem solving skills under time sensitive environments
7. Effective communicator able to work directly with Traders, Operations and technology teams
8. Willingness and flexibility to work on weekend and provide after support on need basis

Good to have:

1. Exposure to FIX protocol
2. Exp in Service management tools like ServiceNow or JIRA
3. Basic programming language/scripting like Python

Day to Day responsibilities:

• Application support:
  • Monitor system health performance, application health checks using tools like ITRS Geneos, Dynatrace
  • Perform incident management, investigation, troubleshooting , escalation and resolution
  • Handle system/applications alerts, job failures, and user queries efficiently
  • Develop and maintain Runbooks, Standard Operating Procedures (SOPs) and improve knowledge sharing
  • Support application deployment activities, release validations and rollback strategies as necesary
• Support & Incident Resolution:
  • Provide L1 support, analyzing and resolving trading system issues.
  • Investigate incidents, identify root causes, and work with technology team to implement fixes
  • Adhere to ITIL based Incident, Problem and Change Management process
• Collaboration Methodology:
  • Drive automation initiative to reduce manual tasks
  • Work closely with support teams across Mumbai and APAC region for support and implement best practices followed
  • Collaborate with development , QA and Infra and Business teams for issue resolution and improvement and new changes
  • Proactive approach to application health monitoring

Employee Value Preposition: (Selling point for the candidate joining this project/ Learning curve for the candidate joining this team)

• Opportunity to work on Trading application, global financial markets and institutional trading
• Exposure to directly interact with users on daily basis

Opportunity to learn from support teams across the boundaries