GENERAL DESCRIPTION
The candidate will be a member of the IT Service Management team. The Application Support Analyst provides primarily Level 2 support for the different applications that are supported out of Asia and Zurich.The analyst will also be responsible for the monitoring of incidents/issues, tracking of problems and ensuring SLA are met for the applications under his/her charge.
Key Features and Accountabilities
Good knowledge of IT systems in banking domain. Understanding of Private Banking would be advantageous.
Below are the key areas of focus –
- Manages day-to-day incidents/service requests and problems in the IT environment
- Ensures that availability & reliability for the relevant production applications are maintained
- Ensures health checks, system connectivity, consistency and data integrity are performed as per schedule
- Supports the IT Service Continuity Management activities relating to the relevant production applications
- Processing of incident tickets generated by monitoring systems and service desk within SLAs
- Performing coordination / communication tasks between incident managers, applications service owners, 3rd-level support and other IT / Business stakeholders
Production Support Governance
- Responsible for incident/service request/problem tickets
- Coordinate incidents solving activities
- Support Incident Management team in the resolution of high priority incidents
- Perform tickets review and make recommendations for improvement
- Monitoring of production environment to ensure system availability
- Performs health checks, system connectivity, consistency and data integrity
- Supports batch monitoring/management/issue resolution
- Supports the ITSCM lead for the IT Service Continuity Management DR/ BCP exercises
- Keep application documentations up to date
Change and Release Management
- Performing sanity checks on applications during periodic releases on weekends
- Involve in pre-release walkthrough on changes related to the applications under his/her charge
Regulatory Responsibilities &/OR Risk Management
- Demonstration of appropriate values and behaviours including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations
- Support DR/BCP activities in assigned application areas and ensure smooth and seamless completion of activity within regulatory guidelines
SKILLS REQUIREMENTS
Personal and Social
- Conscientious in ensuring defined SLAs are met
- Good communication and organization skills
- Ability to work independently or as part of a team
- Ability to interact and coordinate with business users within a financial institution
- Ability to analyse problems and provide short term and long-term solutions
- Highly motivated, and proactive, with an eagerness to learn and take on new concepts
Professional and Technical
- Candidates must have least 5 years’ experience in Level 2 support in a banking environment
- Candidates must have exposure to technical requirements analysis, planning, configuration management, and hands-on technical skills
- Knowledge of MAS TRM guidelines
- Knowledge of ITIL concepts
- Technical knowledge with LINUX/UNIX systems and J2EE based apps servers is a must
- Functional/technical knowledge in the area Channels/Digitalization (e.g internet banking services, client output/document generation), Data Integration (e.g. data warehouse/ETL concepts) as well as in the area of Transactions handling systems is preferred
- Good understanding and frequent usage of MYSQL or Oracle on different database platforms is preferred
- Knowledge of basic MS office tools and various operating systems
- Knowledge of performance monitoring tools is an added advantage
- Knowledge of T24 and its underlying architecture is an advantage
