Summary:
The L2 Support Analyst is responsible for providing production support for Cash Management and filtering/AML systems across the APAC region. The role requires independent troubleshooting, managing production issues, and coordinating with internal teams to ensure timely resolution.
The successful candidate will contribute to system monitoring, change management, and disaster recovery activities while working with teams across Singapore and India for 24/6 coverage.
Responsibilities:
- Troubleshoot and resolve complex production issues independently.
- Perform root cause analysis and manage follow-up actions to completion.
- Coordinate with internal teams and stakeholders to address production incidents.
- Manage user requests and incidents, providing timely resolutions.
- Support system monitoring and ensure adherence to disaster recovery procedures.
- Contribute to change management and problem management processes.
- Document operational procedures and contribute to team knowledge sharing.
- Continuously improve existing support processes for efficiency.
Requirements:
- Strong understanding of Java/J2EE, TIBCO, and COBOL platforms.
- Familiarity with UNIX/Linux/Windows environments and database performance tuning.
- Experience in payments local clearing applications and AML systems in the APAC region.
- Knowledge of ITSM tools (e.g., ServiceNow).
- Proven troubleshooting and debugging skills.
Qualifications:
- University Degree in Computer Science, Information Technology, or related fields.
- 3+ years of experience in L2 production support roles.
- ITIL certification is a plus.
- Strong communication and problem-solving skills.
- Experience with payments and AML systems in the financial services industry.
