Responsibilities
• Provide 24x7 operational support for all production practices including weekends and holidays for Bank Security Apps
• Ensure system availability 24x7. Perform system Recovery in the event of system incapacity or outages.
• Provide technical expertise to facilitate investigation of complex technical issues in a timely and efficient manner.
• Possess strong understanding of technical and subject matter expertise that can be leveraged to identify and resolve issues in a timely fashion.
• Monitor System health check & work towards continuous improvement to prevent system issues by early problem detection. Automate the daily monitoring and manual operations to improve system resiliency and stability.
• Regular health-check and capacity assessment of Production environment from BAU growth perspective and incoming project volume.
• Manage end to end Incident Management including investigation, recovery of service, and post recovery follow up on corrective/ preventive actions.
• Manage customer queries and close reported incidents within agreed SLA with business. Work with different stakeholders including business, infrastructure and application support teams to resolve the issues.
• Work with infra support including Middleware, DBA and SAs on system maintenance & infra related issues troubleshooting.
• Work on application BAU related tasks & projects, e.g. DR exercise, audit queries, SOP documentations update, system upgrade for EOS/EOL components, etc
• Ensure strong governance on Change Management Process, Data protection and Priviledge ID access control.
• Work in shift on-site to provide 24x7 operational support including weekends and holidays as per assigned roster. Roster is 5-day work per week. Those on shift on weekends/ public holidays will be given off on weekday.
1. Shift Timing
a. Morning shift 6am to 3pm
b. General shift 9am to 6pm.
c. Afternoon shift 2pm to 11pm
d. Night shift 10pm to 7am.