
L3 PL/SQL Support Engineer
3 days ago
Incident Management & Resolution
Handle and resolve escalated incidents from L1 support.
- Support the Support team in troubleshooting and resolving production issues.
- Analyze incidents, recommend corrective actions, and ensure timely resolution.
- Implement necessary code or configuration changes to fix incidents.
Conduct unit testing and document changes before deployment into production.
SLA Compliance & Performance Optimization
Ensure adherence to SLAs and maintain high-quality support standards.
- Improve key performance indicators (KPIs) to enhance team efficiency.
- Ensure compliance with company standards, security policies, and industry best practices.
Contribute to defining maintenance procedures and development guidelines.
Continuous Improvement
Assist in production and provide technical consultation.
- Validate deliverables and deployment procedures.
- Provide technical training and knowledge transfer sessions to the new team members.
Conduct regression testing and network performance enhancements.
On-Call Support & Emergency Handling
Participate in on-call duty as per the schedule.
- Respond to urgent incidents and provide resolution outside working hours.
Key Requirements
Technical Skills:
- Strong knowledge of PL/SQL, C, Oracle Database.
- Experience in incident management and troubleshooting critical production issues.
- Hands-on expertise in payment domain systems and transaction processing.
- Functional knowledge of Acquiring, Switch, and Issuing domains is a plus, with expertise in at least one being highly desirable.
- Familiarity with IT infrastructure, networking, and system monitoring tools.
Soft Skills:
- Results-driven mindset with a focus on delivery.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills to collaborate across teams.
- Ability to work in high-pressure situations and provide clarity in critical scenarios.
Preferred Qualifications:
- Experience in financial services or payment processing domain.
- Certifications in ITIL, Oracle, or any relevant technology.
- Familiarity with automation tools for IT operation.
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