Job Description:

• Able to provide production support onsite / offsite when production issue is escalated from L1 Support
• Investigate and recover production issues, determine production defect severity and provide workaround to user if feasible to move business forward
• Manage and respond to users on timely manner.
• Log incident ticket for production issues and user queries
• Provide necessary information needed for further investigation to next level support (L3) to proceed with fix
• Be able to document relevant knowledge articles for end-user to self-help as well as internal technical knowledge articles on recovery SOPs
• Follow up on defect and incident closure and meet incident closure KPI
• Share production defect support learning with QA team and development team to improve application quality and minimize future defects
• Make sure system availability as per respective agreed SLA
• Support EOD batch run
• Perform annual Disaster Recovery (DR) exercise for supported applications
• Provide support to System Engineers on server level patches / upgrade as and when applicable
• Ensure proper knowledge transfer (KT) from project / development team before enhancement release
• Ensure recurring incidents are promoted to Problems and adhere to Problem Management to track and close Problem tasks
• To work with various stakeholders (i.e., incident management, level 2 (group) and level 3 production support, data centre operation, user operation, infrastructure support etc) to resolve major incident.
  16. To work with various stakeholders (i.e., service automation, level 2 (group) and level 3 production support etc) to implement application monitoring, report and dashboard.

Must have: -

• Bachelor’s degree of Computer Science or Engineering
• Minimum 5 years of experience working in IT industry with relevant experience in technology solution or support service delivery in the banking/financial industry.
• Good and assertive communicator in speaking & writing.
• Good analytic and problem-solving skills
• Able to work in a fast-paced, team-oriented environment and weekend / wee hours.
• Experience in L2 or L3 production support

Good to have: -

• Understanding of ITIL, SDLC
• Knowledge on enterprise tools, i.e., MQ, Connect Direct, Control M etc.
• Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc

Essential technical skill: -

• Familiar with OS/400 system
• Familiar with RPG, COBOL language
• Have experience with Silverlake banking system is plus point.