Job Responsibilities:
- Responsible for availability, incident, problem and capacity management for the applications in scope
- Response and resolve incidents, problem and user queries through proper analysis
- Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department
- Execute continuous service improvement plan, process improvement
- Ensures essential process / procedures are followed and contribute to defining standards.
- Communicate complex technical issues to business users in a language they understand
- Contribute in effective knowledge management best practices within team and organization
- Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA
Experience/Skills:
- Minimum 2 years of experience working in Banking IT industry support. Experience in internet banking applications and mobile banking applications.
- Strong team player. Flexible and being able to manage time effectively.
- Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.
- Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.
- Solid understanding of ITIL methodology
Essential Technical Skill
- 2+ years’ experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct
- 2+ years’ experience supporting native iOS / Android applications in large Production environments
- Hands-On experience in writing / debugging scripts, code, database queries
- Software Engineering & Change Management
- Solid understanding of resiliency and redundancy designs
- Interfaces and Messaging systems
