L1 Production Support Executive - Anti-Money Laundering (AML/CFT)

Job Description

Job Title: L1 Production Support Executive

System: Anti-Money Laundering (AML/CFT) Application

Location: Kathmandu

Employment Type: Full-time

Job Summary:

We are seeking a motivated L1 Production Support Executive with hands-on experience

in Linux/Unix systems and basic knowledge of Oracle/MSSQL to provide first-line technical

support for our clients' critical production environments including Anti-Money Laundering

(AML/CFT). This role involves monitoring, troubleshooting, and resolving incidents to ensure

the smooth operation of client systems while meeting Service Level Agreements (SLAs).

Key Responsibilities:

System Monitoring & Issue Resolution:

 Monitor production systems, applications, and services using provided tools.

 Respond to system alerts and user-reported incidents, providing first-level analysis and resolution.

 Perform basic troubleshooting on Linux/Unix-based systems, including analysing logs, running scripts, and checking process statuses.

 Use Oracle/MSSQL commands to query databases and verify data integrity during troubleshooting.

Incident Management:

 Log and track incidents in the client’s ticketing system with detailed documentation of the issue and actions taken.

 Escalate unresolved issues to L2/L3 support teams, providing diagnostic information.

 Ensure resolution timelines align with SLAs and communicate progress updates to stakeholders.

System Maintenance Support:

 Execute pre-approved scripts, commands, and processes to maintain system stability.

 Assist in performing routine health checks of applications, databases, and infrastructure.

Collaboration & Communication:

 Liaise with client stakeholders, end-users, and internal teams to coordinate responses to production issues.

 Provide clear and concise updates on incident status and impacts.

 Collaborate with higher-level support teams to identify root causes of recurring issues.

Documentation & Knowledge Sharing:

 Maintain updated records of incidents, troubleshooting steps, and solutions in the client’s knowledge base.

 Document standard operating procedures (SOPs) for common issues and workflows.

Skills and Qualifications:

Technical Skills:

 Knowledge of Linux/Unix commands, file management, and process handling.

 Basic understanding of Oracle/MSSQL, including running queries, checking data consistency, and understanding database schemas.

Soft Skills:

 Excellent problem-solving and analytical abilities.

 Strong verbal and written communication skills to interact with technical and nontechnical stakeholders.

 Ability to work independently and handle high-pressure situations effectively.

Education & Certification:

 Bachelor’s degree in IT, Computer Science, or a related field

Experience:

 1-2 years of experience in L1 production support, IT helpdesk, or similar roles.

 Exposure to environments using Linux/Unix and Oracle/MSSQL is required.

 Persons with knowledge and experience working in the field of Anti-Money Laundering will have an added advantage.

Training: Company will organize training to cover knowledge of products and services.

Salary: Negotiable

Candidates with suitable profile and relevant experiences are encouraged to apply at

career@octacore.com.np .