Main Responsibilities
- Be a team member of L2 production support team located across Singapore and India to ensure 24 * 6 production support for the APAC region.
- Provide application production support for Cash Management and filtering and AML 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, through problem management process, with other internal teams and / or the vendor.
- Coordinate and follow up with Application teams to ensure permanent fix is prioritized, planned and delivered, through the problem management process.
- 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.
- Support Disaster Recovery Test and Business Continuity activities.
- Support IT Security activities e.g. health checks after security patches.
- Support end-of-day and end-of-month batch runs.
- Perform and coordinate regular maintenance activities.
- Document operational procedures, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our CM applications.
- Analyze and challenge existing support processes to achieve continuous improvement.
- Incidents resolution and Preventive maintenance.
- Pro-active actions / measures to limit corrective maintenance activities.
- Weekend/Holiday/Night support.
Qualifications & Experience
- Bachelor’s Degree in Computer Science or relevant fields.
- 3–5 years of relevant working experience.
- Strong experience in and preference for application production support.
- Strong technical background in web based applications support on JAVA/J2EE/TIBCO platform and/or COBOL platform.
- Extensive experience in supporting payments, local clearing applications and payment filtering and AML in APAC region.
- Strong understanding of payments, local clearing systems, H2H concept and applications, reporting.
- Strong understanding of stop list filtering, AML, social engineering etc.
- Working grasp of double posting accounting treatment.
- Understanding and experience in ITIL concepts.
- Possess good analytical skill and self-motivated
- 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.
- Excellent people management and communication skills.
- Good command of spoken and written English in order to effectively communicate with English-speaking stakeholders.
- Working command of spoken and written Mandarin is preferable in order to effectively communicate with Mandarin-speaking stakeholders.
- Working command of spoken Cantonese in order to effectively communicate with Cantonese-speaking stakeholders (Plus).
Technical Skills:
- JAVA/J2EE.
- Websphere/Tomcat/JBOSS.
- ORACLE PL/SQL.
- COBOL.
- UNIX / LINUX /WINDOWS skills i.e. navigating, scripting etc.
- TIBCO EMS/ TIBCO BW/ TIBCO ADMIN/ MFT / BC / IBM MQ.
- ITSM tool: Service Now.
- SharePoint.
- Database performance & SQL tuning experience (Plus).
- Good technical troubleshooting and debugging skills.
Customer/Supplier Relations:
- Customers – Business lines e.g. TBA / Middle Office e.g. PCMO / Back Office e.g. GPCO.
- Suppliers – ICM IT teams e.g. Payment, CDL.
- Vendors of local cash management solutions e.g. FIS, Nucleus.
- Regulators i.e. HKICL, BCS, MAS.
