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Course Outline
Week 1: Foundational Principles
- Day 1: Overview of Banking Systems
- Review of core banking application modules
- Service level agreements, regulatory compliance (including PCI DSS standards), and system availability requirements
- Implementation of IT service management processes for incident, problem, and change management
- Day 2: Essential Java Practices in Production Environments
- Fundamentals of the Java Virtual Machine (JVM), memory management, and garbage collection mechanics
- Methods for analyzing and resolving Java exceptions
- JVM configuration and tuning strategies optimized for high-volume banking workloads
- Day 3: Unix Operating System Basics
- File system architecture and navigation techniques
- Essential command-line utilities: ps, top, df, tail, grep, awk, and sed
- Introduction to shell scripting for process automation
- Day 4: Log Management and System Monitoring
- Analysis of transaction and audit logs
- Deployment and usage of monitoring platforms such as Splunk and ELK, alongside native log parsing capabilities
- Practical exercise: Diagnosing a failed financial transaction
- Day 5: Ticketing Systems and Escalation Protocols
- Utilization of ServiceNow and JIRA for workflow management
- Structured escalation pathways from Level 1 support to Level 2 specialists and development teams
- Best practices for root cause analysis (RCA) and technical documentation
Week 2: Advanced Diagnostics and Operational Simulation
- Day 6: Application Server and API Debugging
- Core concepts of WebLogic and Tomcat application servers
- Interpretation of HTTP status codes (401, 500, 504) associated with API failures
- Troubleshooting Java Database Connectivity (JDBC) connection pools and timeout issues
- Day 7: Database System Diagnostics
- Identification of performance bottlenecks, including slow queries, object locks, and deadlocks
- Use of SQL profiling utilities such as EXPLAIN and SHOW PROCESSLIST
- Practical exercise: Resolution of database deadlock scenarios
- Day 8: Continuous Integration/Continuous Deployment (CI/CD) Operations
- Overview of Jenkins automation pipelines
- Management of deployment failures and remediation strategies
- Execution of rollback procedures and post-deployment verification checks
- Day 9: Incident Command Simulation
- Assignment of roles within an incident response team, including lead, communications officer, and technical resolution specialist
- Live troubleshooting exercise addressing authentication failures
- Documentation of RCA findings, war room activities, and stakeholder notifications
- Day 10: Capstone Assessment and Review
- Comprehensive review of tools, log analysis, escalation procedures, Unix commands, and database diagnostics
- Final practical challenge and knowledge assessment
- Certification issuance and program feedback collection
Optional Supplemental Modules
- Fundamentals of Kafka and Message Queue (MQ) troubleshooting
- Application Performance Monitoring (APM) solutions: AppDynamics and Dynatrace
- Basic Kubernetes operations, including pod restarts and log retrieval
- Site Reliability Engineering (SRE) metrics: Service Level Indicators (SLIs), Service Level Objectives (SLOs), and Mean Time to Resolution (MTTR)
Summary and Strategic Next Steps
Requirements
- Comprehensive knowledge of foundational Java programming principles
- Practical expertise with Unix-operating systems
- Working proficiency in enterprise application support procedures
Intended Audience
- Support Engineers
- Java Developers transitioning into support roles
- Production Support Analysts in banking environments
35 Hours
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