Job Description:
As part of Global Market IT Application Production Support team (APS), this role is to provide 1st and 2nd line support for multiple systems which is used by Front Office traders worldwide.
Shift Rotation
- Needs to be flexible towards working hours. Shifts start as early as 6:30am Singapore time.
Incident and Problem Management
- Manage/Own P1/P2 incidents and problems end to end.
- Communicates with internal users and management over incidents and post-mortems.
- Diagnoses issues: establishes their root case.
- Initiates task force over critical incidents.
- Liaises with upstream and downstream systems support teams as appropriate.
Direct Responsibilities
- Assist troubleshoot and resolving incidents and problems on supported application.
- Monitor and maintain system health and performance.
- Develop, maintain and support Disaster Recovery plans on the weekend (bi-annual exercise).
- Participate in improving our monitoring and alerting tools for the support team to be more proactive on incident resolution and prevention.
Contributing Responsibilities
- Monitor group mailbox, assigning/escalating appropriately.
- Basic of majority of the application the team supports with the ability to be L1 support when necessary.
- Adherence to Audit, Compliance and Risk guidelines.
Knowledge Management and Documentation
- Documents support procedures on wiki.
- Owns team knowledge base on wiki for all in-scope applications.
- Provides support to end-users on how to use the application.
- Ensures Follow-the-Sun and regional support teams are continuously trained as required.
- Communicates a daily handover document to Follow-The-Sun support teams, where appropriate.
Continuous Service Level improvement
- Ensures that all application support logs are fit for purpose, ie meaningful and actionable;
- Actively seeks reduction of dependency on manual interventions by support staff, e.g leveraging enterprise
- batch scheduling and enterprise monitoring tools.
- Implement self-recovery and automated detection of incident leveraging on learnings from past incidents.
Maintenance and enhancements
- Participates to release cycles for functional validation on staging/preproduction and production environments.
- Review release and coordinate around deployment/post release checks.
- Communicates Release Notes.
Job Requirement:
- No experience required
- Min Degree in Engineering / Science
Ivy Tham Yi Ru (R1104692)
Recruit Express Pte Ltd | 99C4599
Email: [email protected]
