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Senior Specialist, Production Services Application Support Analyst
senior · Technology / Software Development
We’re seeking a future team member for the role of Senior Specialist, Production Services Application Support Analyst to join our Foundational Frameworks team. This role is located in Pune.
In this role, you’ll make an impact in the following ways:
- AI Adoption: Learn, propose, and adopt AI capabilities applicable to Production Services to improve observability, triage accuracy, and efficiency.
- Incident Management: Own and resolve all INCs, ensuring timely triage, root cause analysis, remediation, and clear stakeholder communication. Maintain high responsiveness for NXN and other critical applications, including chat/escalation channels. Participation in rotational on-call as needed for high-priority applications.
- Change Management: Partner with stakeholders to execute end-to-end change processes (RFC creation through closure) in alignment with governance and quality controls. Coordinate approvals, deployment planning, validation, and post-change reviews.
- DevOps and Automation: Collaborate with Dev teams to implement DevOps practices: adopt AutoRFC, enable Fastpath, and standardize CI/CD pipelines using BNY shared templates. Drive automation for routine operational tasks to improve speed, safety, and consistency.
- Resilience and Recovery: Lead and participate in Disaster Recovery (DR) and Failover Simulation (FOS) exercises across all supported applications. Document and continuously improve recovery procedures and runbooks.
- Coaching and Governance: Mentor team members across Incident, Change, and Problem Management disciplines. Champion best practices, continuous improvement, and operational excellence.
- Observability and Monitoring: Enable and enrich monitoring/alerting across all applications; evolve dashboards and SLOs to support proactive detection and faster MTTR
To be successful in this role, we’re seeking the following: - Bachelor's degree in computer science or a related discipline, or equivalent work experience required, with advanced degree preferred
- 6 to 10 years in distributed application production support, with proven track record on mission-critical systems.
- Incident/Problem/Change management experience with strong operational discipline.
- Databases and Querying: Hands-on experience with at least one: SQL Server, Oracle, MySQL, or PostgreSQL. Ability to write and optimize simple to moderate SQL queries for diagnostics.
- Operating Systems: Working knowledge of Unix/Linux/Windows; fluency with common CLI commands and system diagnostics.
- Scripting: Practical experience in Shell Scripting and at least one of Python or Windows PowerShell for automation and tooling.
- Monitoring/Debug Tools: Strong hands-on experience with Dynatrace, AppDynamics, Synthetic Monitoring (DSM), Splunk, Kibana, Grafana (or similar).
- Cloud and Containers: Strong knowledge of containerization (Docker), container orchestration concepts, and relevant CLIs; familiarity with cloud operational practices.
- Code Literacy: Basic understanding of Java or .NET to read and reason about code paths during incident triage.
- ITSM/Defect Tracking: Experience with ServiceNow, Remedy (or similar) for INCs, RFCs, and problem management workflows.
- Communication and Collaboration: Excellent written and verbal communication; adept at stakeholder management across Dev, QA, L1/L2, and business partners.
To be successful in this role, we’re seeking the following: