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Course Outline

Week 1: Core Foundations

  • Day 1: Introduction to Banking Applications
    • Overview of core banking modules
    • SLAs, compliance requirements (PCI DSS, uptime standards)
    • ITSM workflows (incident, problem, and change management)
  • Day 2: Java Production Essentials
    • JVM internals, memory management, and garbage collection basics
    • Analyzing Java exceptions
    • Tuning the JVM for banking-specific workloads
  • Day 3: Unix Fundamentals
    • File structure and navigation techniques
    • Essential commands: ps, top, df, tail, grep, awk, sed
    • Basics of shell scripting for automation tasks
  • Day 4: Logs & Monitoring
    • Interpreting transaction and audit logs
    • Utilizing tools such as Splunk, ELK, and native log parsing
    • Practical exercise: Troubleshooting a failed fund transfer
  • Day 5: Ticketing & Escalation Process
    • Working with ServiceNow and JIRA workflows
    • Escalation matrix (L1 → L2 → Development)
    • Best practices for Root Cause Analysis (RCA) and documentation

Week 2: Advanced Troubleshooting & Real-Time Simulation

  • Day 6: App Server & API Debugging
    • Fundamentals of WebLogic and Tomcat
    • Analyzing API failure codes (401, 500, 504)
    • Diagnosing JDBC pool issues and timeouts
  • Day 7: DB Troubleshooting
    • Identifying slow queries, locks, and deadlocks
    • Using SQL profiling tools: EXPLAIN, SHOW PROCESSLIST
    • Practical exercise: Resolving a database deadlock
  • Day 8: CI/CD, Release & Rollback
    • Overview of Jenkins pipelines
    • Analyzing release failure scenarios
    • Executing rollbacks and post-deployment validation
  • Day 9: War Room Simulation
    • Role assignment: incident lead, communications, and technical resolution
    • Live troubleshooting scenario involving login failures
    • Documenting RCA, war room notes, and stakeholder updates
  • Day 10: Capstone & Review
    • Comprehensive review of tools, logs, escalation, Unix, and database concepts
    • Final challenge and quiz
    • Certification and feedback session

Optional Add-Ons

  • Basics of Kafka and MQ troubleshooting
  • Application Performance Monitoring (APM) Tools: AppDynamics or Dynatrace
  • Introductory Kubernetes concepts (pod restarts, log analysis)
  • SRE metrics: SLIs, SLOs, and MTTR

Summary and Next Steps

Requirements

  • A solid grasp of core Java programming concepts
  • Hands-on experience with Unix-based systems
  • Familiarity with support workflows in enterprise application environments

Target Audience

  • Support Engineers
  • Java Developers transitioning into support roles
  • Production Support Analysts operating in banking environments
 35 Hours

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