Customer Support Officer

We are seeking a skilled professional to provide Level 2 production support for a core banking application. The ideal candidate will be responsible for resolving issues within defined service level agreements (SLAs), ensuring smooth operation and high availability of critical banking services. This role involves working closely with development teams and clients to coordinate deployments and maintain service quality through regular monitoring and reporting.

Key Responsibilities:

- Provide L2 production support for the core banking application, promptly addressing and resolving issues within SLA timelines.
- Write and execute basic Oracle SQL queries to assist in troubleshooting and data analysis.
- Monitor application services deployed on Rancher/Kubernetes platforms, regularly checking the health and status of services and instances.
- Perform routine Linux system tasks such as reviewing logs, managing services, monitoring disk space, and transferring files between servers.
- Coordinate deployment and release activities in collaboration with development teams and client stakeholders to ensure seamless updates.
- Prepare periodic reports covering transaction volumes, uptime, SLA adherence, and overall service quality metrics.

Required Qualifications:

- Proficient in Oracle SQL with the ability to write basic queries for support and analysis purposes.
- Working knowledge of Linux commands and basic system administration tasks.
- Familiarity with container orchestration technologies, specifically Docker and Kubernetes, with a preference for experience using Rancher.
- Basic scripting skills in Python or shell scripting to support automation efforts.
- Strong communication skills to effectively coordinate with clients and internal teams.

Preferred Qualifications and Benefits:

- Experience in the banking or financial services domain is highly desirable, providing context for the application environment and business processes.
- Exposure to automation scripting enhances efficiency in routine support tasks and deployments.

This role offers the opportunity to work in a dynamic environment supporting critical banking infrastructure, with a focus on continuous improvement and collaboration across technical and business teams.