Job Title
IT Production Support Engineer
About Department
The Department provides software and system development, information technology support services and banking operations.
We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.
Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.
Job Objectives
The specialized Group Application Support IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround.
· Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team.
· Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces. Perform scheduled health check tasks across applications and raise alerts in case required
· Able to work in shift based environment, support implementations during bank’s green zone
Core Key Responsibilities
- Investigate production issues, respond based on production defect severity SLAs
- Manage and respond to users on timely manner.
- Log incident ticket for production issues and user queries
- Follow up on defect and incident closure and meet incident closure KPI
- Make sure system availability as per respective agreed SLA
- Ensure daily start of day (SOD) and end of day(EOD) execution for supported applications complete successfully
- Provide support for annual Disaster Recovery (DR) exercise for supported applications
- Provide support to System Engineers on server level patches / upgrade as and when applicable
- Knowledge with 3rd party monitoring tools like Control-M, Geneos, Splunk, SQL Monitor
- Knowledge with Market Data,and Geneos monitoring setup and dashboard configuration
- Ensure application incident & task documentation is properly updated for each production release
- Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
- Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe or unix shell or DB scripts etc
- Strong skills in AS400, Linux/Unix Shell scripting, MS SQL, Oracle, BMC Control-M Scheduler
- Good to have understanding and experience of ITIL methodology [service operation]
Key Requirements
- Prior hand-on production support experience of OPEN Systems/AS400
- Good support knowledge in either one of the retail or wholesale payment or customer information systems
- Willing to work in onsite shift-support model [24*7]
- Hands-on experience in writing AS400 and SQL queries and parsing Logs for issue investigation
- Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation
- Strong written, oral communication skills and able to manage user
- Ability to easily adopt to any technology / environment
- 2 or more years’ production support experience in bank or financial vendors across multiple technologies / platform
- Be able to work in fast pace and high-pressure working environment
- Willingness to work across platforms – UNIX / open, AS/400 and mainframe
