Role Summary
To provide Application Production Support for worldwide Supply Chain and Trade Finance applications within Asia Pacific by being part of a dynamic team who is responsible in supporting a full range of applications and to ensure a stable and resilient Production environment for the business and operations.
Main Responsibilities
- Be a team member of L2 Production Support team located across Singapore, Hong Kong and India to ensure 24 * 7 worldwide production support.
- Provide worldwide application production support for Supply Chain and regional support for Trade Finance systems within Asia Pacific.
- Independently debug and propose resolution/work-around for complex production issues.
- Ensure root cause analysis is performed where necessary and manage resulting action items to completion.
- Coordinate across various teams to effectively manage production issues and maintenance activities.
- Respond to User Requests, Incidents and follow up on Problems in a timely manner.
- Ensure issues are reported, tracked, followed up and escalated timely.
- Resolve or coordinate the resolution of issues with other internal teams and / or vendor.
- Coordinate and follow up with Application Development teams to ensure permanent fix is prioritized, planned, and delivered.
- Communicate and provide status updates on issues to business users, management team and other stakeholders.
- Contribute to preventive system monitoring and alerting, where appropriate.
- Support Change Management process and application releases.
- Plan and Support Disaster Recovery Test, Live Play and Business Continuity activities.
- Support IT Security activities e.g. health checks after security patches.
- Support End-of-Day and End-of-Month overnight batch runs.
- Perform and coordinate regular maintenance activities.
- Document operation procedures, contribute to knowledge base and cross train other team members to build up functional and technical expertise.
- Analyze and challenge existing support processes to achieve continuous improvement.
Direct Responsibilities:
- Incidents resolution & Request Handling.
- Preventive maintenance.
- Pro-active actions / measures to limit corrective maintenance activities.
- Knowledgebase creation & maintenance.
- Inquisitive mind.
Qualifications & Experience
- Bachelor’s in Computer Science or relevant IT majors.
- At least 5–6 years of relevant experience.
- Strong experience in and preference for application production support. Must have a production support and continuous improvement mindset.
- Strong technical background in web-based applications development on JAVA/J2EE/TIBCO platform.
- Experience in supporting Supply Chain and Trade Finance applications.
- The candidate should demonstrate a combination of Technical and Functional skills together will excellent communication and interpersonal skills.
Technical Requirements (Mandatory):
- Competent level of expertise in ORACLE PL/SQL.
- Good technical troubleshooting & debugging skills and familiarity with Unix/Linux commands.
- Must possess a good understanding of JAVA/J2EE web-based applications including a good appreciation of the infrastructural setup required for such applications.
Technical Requirements (Advantageous):
- Experience working with various technologies and tools e.g. Firewalls, AVI Load Balancer, Web Servers, Reverse Proxy (Apache), Single-Sign-On, Websphere, JBOSS, Tomcat, Tibco, Oracle database, MS SQL, SSRS, Java, OpenAPI, Linux, Windows, CFT, SFTP, MQ series, Autosys, Geneos, Dynatrace, Jenkins, etc.
- Good understanding of Security Practices and Cryptography, eg. CAs and PKI, Keys and Certificates, SSL/TLS, PGP, etc.
- ITSM tool: ServiceNow
- Database performance & SQL tuning experience is a plus.
- Experience with release and patch deployment, hands on experience of IBM WebSphere deployment is an advantage.
Functional Requirements:
- Good knowledge on Supply Chain and Trade Finance.
- Understanding and experience in ITIL concepts.
- Possess good analytical, problem-solving skills and self-motivated.
Behavioural Requirements:
- Good team player with strong analytical, communication and interpersonal skills.
- Results and client oriented.
- Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately.
- Flexible to work in shift, weekend or public holiday and on-call support.
Customer / Supplier Relations:
- Internal – Customers (Business lines, Middle office, Back office) and Suppliers.
- Vendors i.e. OFSS.
- Regulators i.e. MAS, HKMA, RBI etc.
