Provide L2 production triage and support for Majesco insurance products: diagnose and resolve Oracle PL/SQL and Java J2EE incidents, execute data patches, maintain Oracle codebase, track incidents in ticketing systems, coordinate cross-functional war rooms, perform root cause analysis, and improve monitoring and support processes.
Job Description:
At Majesco, our vision is to create innovative, hyper-relevant, compelling, and personal ways of connecting people and Businesses to Insurance. We believe in bringing together the brightest minds to build the future of Insurance - a world where Insurance makes life and business more accessible, connected, and better protected.
As a Software Support Analyst, you will play a crucial role in realizing this vision. If you share our vision and are ready to contribute to this exciting journey, we invite you to join us.
The Triage Support role focuses on the timely identification, diagnosis, and resolution of production issues to ensure smooth and uninterrupted operations of critical systems and services. This role involves being a first responder, triaging incidents, engaging the right teams after the troubleshooting and issue isolation, and ensuring the quickest possible resolution while maintaining high service standards.
Majesco is actively seeking an Oracle PL SQL Analyst to join our team. This role is crucial for maintaining our Majesco Insurance Products, specifically the Policy, Billing and Claims products. As an analyst, you will be responsible for maintaining the data module of these applications, which are in the Oracle code base, ensuring their smooth operation and performance.
This role is critical in maintaining the stability of production systems, ensuring quick incident recovery, and preventing future disruptions through continuous improvement.
- Incident Triage and Resolution:
- Prioritize and triage incoming incidents based on severity and impact.
- Escalate critical incidents to the appropriate teams or subject matter experts.
- Monitor, investigate, and troubleshoot production issues in Java J2EE applications.
- Leverage strong Oracle development skills and foundational Java knowledge to efficiently triage and resolve L2 production support incidents
- Analyze and execute necessary data patches while delivering clear, documented resolutions for customers
- Perform in-depth technical investigations to isolate software defects and escalate code-fix requirements to the engineering team with structured evidence
- Frontend client interactions, joining customer calls independently or alongside technical leads to address and resolve complex technical questions.
- As part of L2 Production support Triage Team responsible for analyzing all the production support cases and concluding the triaging part with the clear action plan.
- Conducting in-depth analysis of reported cases and escalating validated code-fix requirements to the engineering team with comprehensive documentation and evidence
- Resolving customer query and how-to cases with clear, thorough insights and supporting documentation to ensure absolute clarity
- Issue Tracking and Reporting:
- To support and maintain the existing Oracle code base and debug the application
- Database scripting and data verifications
- Maintain accurate incident logs in ticketing systems (e.g., JIRA, ServiceNow).
- Ensure timely updates and communication regarding issue status to stakeholders.
- Track and report on incident resolution progress and follow-up actions.
- Collaboration with Cross-Functional Teams:
- Work closely with Development, Operations, and QA teams to resolve production issues.
- Coordinate and facilitate incident resolution meetings or "war rooms" when necessary.
- Act as a liaison between technical and non-technical teams to streamline problem resolution.
- Root Cause Analysis:
- Participate in post-incident reviews to identify root causes and long-term solutions.
- Analyse logs and diagnostic data to quickly identify the root cause of issues.
- Process Improvement:
- Suggest and implement improvements to existing triage and support processes.
- Assist in automating repetitive tasks and enhancing monitoring capabilities.
- Provide feedback to improve system monitoring, documentation, and processes.
- Ensure 100% compliance with established production support guidelines and operational workflows.
- Documentation:
- Create and maintain troubleshooting guides and SOPs for handling recurring issues.
- Document incident resolution processes for future reference.
Skills / Attributes Required:
- Essential Technical Knowledge:
- Strong understanding of production environments and IT infrastructure (e.g., databases, servers).
- Strong knowledge of Oracle PL/SQL with hands on experience in writing SQL queries with different types of joins.
- Expertise in PL/SQL: collections, VARRAY, exception handling, cursors, package/ procedure/ function
- Expertise in SQL: sub-queries, joins, oracle inbuilt functions
- Good knowledge of Java with hands on experience.
- Debug J2EE applications using tools like JProfiler, JConsole, or VisualVM.
- Knowledge of Web Services (SOAP, REST etc.) and API related integrations.
- Proficiency in monitoring tools (e.g., Instana, Glowroot) and ticketing systems.
- Knowledge of Version Control tools, e.g., SVN, Git Hub
- Experience with Linux/Unix/MS PowerShell commands and scripting for troubleshooting.
- Strong analytical & debugging skills.
- Address critical incidents within SLA & suggest workarounds.
- Experience in Production Support and its process.
- Experience with complex data modelling/entity relation modelling and design techniques, database normalisation theory, data dictionary, and schema design techniques.
- Performance Monitoring & Optimization:
- Identify memory leaks, thread deadlocks, and performance bottlenecks.
- Optimize database queries and enhance system efficiency.
- Problem-Solving Skills:
- Ability to quickly diagnose complex technical issues under pressure.
- Solid analytical and troubleshooting skills.
- Review Java J2EE code, APIs, and system dependencies to understand and resolve issues.
- Communication:
- Excellent verbal and written communication skills for interacting with technical teams and business stakeholders.
- Experience in explaining technical issues.
- Collaboration & Coordination:
- Strong interpersonal skills to work effectively with multiple teams and across departments.
- Experience with managing and escalating critical incidents effectively
- Functional Skills:
- Prior experience or domain knowledge in the Property & Casualty (P&C) Insurance sector is highly advantageous.
- Experience in Insurance or Banking Domain will be a plus
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
- Prior experience in production support, incident management, or triage roles.
- Certifications in ITIL, DevOps, or relevant areas are a plus.
Majesco is a leading insurance solutions and services provider.
Majesco's software for core insurance functions include Policy Administration, Underwriting, New Business Processing, Billing, Claims, Product Modeling, Incentive Compensation and Producer Life cycle Management. Additionally, Majesco offers consulting and insurance specific IT services for testing, data conversion, data-warehousing/BI, mobility, enterprise integration and BPM. Majesco specializes in connecting people and business to insurance in ways that are innovative, hyper-relevant, compelling and personal. Our technology, expertise and leadership helps insurers modernize, innovate and connect to build the future of their business – and the industry – at speed and at scale.
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